Customer Service Representative II

Responsibilities

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

The Overhead Door™ Brand is one of the most recognized and respected brands in the garage door industry. For 100 years, the Overhead Door™ Brand has stood for product quality and expertise, as well as professional service. From commercial and industrial upward-lifting doors and access systems to residential garage doors and openers, we combine quality, dependable products with reliable service to consistently give home and business owners confidence and…