Customer Service Representative; Remote

Customer Service Representative (Remote)

Sec Lock is seeking Customer Service Representatives (CSRs) to work remotely. We are looking for candidates with a positive attitude, who are highly motivated with 2+ years customer service experience or sales support. Candidates with strong communication skills, outstanding phone etiquette, attention to detail and excellent capability to multitask will be considered.

• Takes inbound customer service calls, providing first call resolution to requests for returns, order tracking and order problems.
• Supports Technical Sales Representatives (TSR) by getting pricing and availability and order status information, preparing quotes, reports, and related sales forms.
• As the dedicated support resource for multiple Technical Sales Representatives, provides quotes, obtains information from vendors and writes returns.
• Effectively communicates with customers and TSR's over the telephone and email.
• Maintains contact and maintains all quote documentation with accurate pricing and configurations and technical documents.
• Resolves customer service issues such as billing, shipping etc.
• Manages analysis of sales data and prepares sales charts as required.
• Manages and coordinates all sales literature requests for the Technical Sales Representatives.
• Coordinates and prepares for local trade shows.
• Follow up with TSR's on open customer orders by reviewing the team open order report.
• Works closely with the warehouse and inventory planning.
• Updates and maintains information in systems and files.
• Maintains all faxed requests.
• Other duties may be assigned to meet business needs.

• High school graduate or GED required.
• Associate's or Bachelor's degree preferred.
• 2+ years customer and/or sales support experience.
• 3+ years of work experience within the security and/or door hardware industry preferred.
• Highly effective service skills, including professional demeanor and outstanding phone etiquette.
• Strong communication skills, including the ability to craft professional e-mails and client-related documents.
• Experience with CRM strongly preferred.
• Ability to quickly grasp the company's proprietary enterprise business technology platform.
• Proficient in the use of Microsoft (MS) Office, with focus on demonstrated working knowledge of MS Outlook.
• Ability to work well in time-sensitive situations where customer satisfaction is the ultimate goal.
• Multi-tasking.
• Attention to detail.
• Problem-solving skills.
• Customer service orientation.
• Team orientation.