Customer Service - Phones & Support; Onsite

Miedema Companies Position

*** This is an Onsite Position only***

Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs.

• Representative for Miedema Companies.
• Assist all coworkers and managers of all departments and companies as requested.
• Contribute to our positive and organized work environment.

• Focus on a task and complete with thoroughness and detail.
• Manage multiple communications channels at once (chat, email, phone, text)
• Demonstrated passion for excellence with respect to treating and caring for customers
• Communicate clearly and professionally, both verbally and in writing
• Field complaints and unpleasant customers with respect
• Experience with Microsoft Office (Excel, Word, Outlook)
• Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings
• Punctual, organized, dependable, high availability and proven attendance
• Work well with co-workers and provide support as needed

• Use & functionality of our auction site
• Use & functionality of our internal software systems
• Telephone system functionality
• Auction site training for understanding of process of auctions
• Daily task training as applicable

• This is a part time hourly position.
• Thursday – Noon – 7PM
• Friday – 830 A – 430 PM
• Rotating Saturdays from 9AM
  - Noon (currently every 5th Saturday)
• Schedule is subject to change (with notice) as needed to accommodate proper coverage

• Customer Service:
• Active participation in customer service center call queues
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
• Efficiently gather the reason customer needs assistance (listen)
• Educate the customer when applicable to help them be self-sufficient
• Document conversations and actions taken
• Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services.
• Maintain a balance between company policy and customer benefit in decision making.
• Connect the customer to the best source of resolution based on their needs
• Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls)
• Place outbound calls to follow up on payment and pickup of items won on auction
• Documentation of all actions with customers
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience
• Front Desk Tasks that may include:
• Assisting walk in customers
• Mailing items out USPS / UPS as requested
• Printing Auction Catalogs
• Assist all co-workers as requested
• Job description is subject to change as needs arise, tasks may be added or reassigned