Customer Service Representative II

Scope/Responsibilities:

* A strong passion for customers.

* Excellent interpersonal and communication skills.

* Assist our consumers by providing product troubleshooting assistance via telephone and/or chat support.

* Re-route customers to other areas of support and departments based on product inquiries.

* Educate customers on cost effective and correct use of our products.

* Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.

* Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.

* Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.

* Participate in testing with internal IT support to provide feedback on internal systems.

* Respond to customer inquiries and/or complaints regarding the company's product or services.

* Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.

* De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.

* Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.

* Access and assist with continual update of internal knowledgebase.

* Offer ideas for product improvements based on interactions and customer feedback.

* Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.

* Complete, Investigate and respond to customer order/billing inquiries.

* Take, investigate, de-escalate, and solve customer complaints.

* Understand competitor product for our Universal devices.

* Refer customers to local dealers for extra support when needed.

* Respond to e-mail/chat communication from leadership/Customers.

* Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.

* Meet and support department goals and objectives.

* Assist management as needed/Other duties assigned.

* Provide feedback reports to leadership on other team members for coaching/refreshers.

* Be educated on product/units no longer manufactured/with obsolete parts.

* Understand Motor/rail/unit details to determine replacements of such.

* De-escalate and make decisions to assist customers sent from Level 1.

* Complete Level 2 Callbacks to resolve customer inquiries.

* Offer floor support for new hires.

Qualifications

* Must have working knowledge of wireless networks

* Mobile computing including Android and iOS devices

* Location-sensing systems

* Wireless technologies e.g., Bluetooth, RF tags, and Wi Fi

* Routing protocols for wireless networks

* Monitoring wireless networks

* 1-2 years customer service or telephone experience/employment in a technical call center environment

* Exceptional telephone communication and problem-solving skills.

* Must be capable of handling customer complaints in a satisfactory manner

* Minimum 6 months with department

* Meet department goals for prior 3 months

* No written warnings within previous 6 months

* Not on active Performance Plan

* Schedule Flexibility