Customer Service Representative II - Warranty

## Customer Service Representative II - Warranty Apply locations:
San Antonio, TXtime type:
Full time posted on:
Posted Yesterday job requisition :
R-102006
*
* Job Summary:

** The Customer Service Representative II is responsible for creating a positive customer experience within the respective responsibilities of in/out bound phone support, warranty, order management, referrals, accounts receivable and dealership support.
** Core Duties
** The Customer Service Representative II will perform the duties below as applicable and on the basis of business needs.

Inbound Telephone Support
* Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
* Answering basic questions about the company’s operation, product, services
* Entering, changing, or checking on the status of orders using Net Suite ERP software
* Tracking and escalating support calls to the appropriate department or personnel
* Researching customer account issues
* Screening and forwarding phone calls to XPEL employees
* Logging all in-bound calls in to Net Suite Technical  Support
* Answering calls from customers and internal employees about XPEL’s proprietary software, including:
* Assisting with setting up, activating, deactivating and managing of customer accounts
* Assisting with the installation, operation, and troubleshooting of cutting plotters
* Supporting customers with basic questions about commonly used functions
* Resolving technical problems and escalating problems for further level of assistance
* Support customers with the use of XPEL’s website and on-line ordering tools
* Participating in an on-call after-hours support rotation

Order Management
* Monitor e-mail inboxes and other locations for inbound orders that need to be entered into Net Suite;
* Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
* Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations
* Entering orders and processing requests for our OEM business

Outbound Support
* Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
* Soliciting feedback from customers about the Company’s service, products or performance
* Informing customers about Company products, offerings
* Pro-actively calling customers in response to automated alerts about order delays or other problems

Referral Pipeline Support
* Daily referral pipeline support communicating with consumers, closing tickets and processing requests.
* Refunds* Outbound Efforts
* Onboarding procedures Warranty
* Assist with processing warranty claims and manage resolution for installed products, ensuring accurate documentation and appropriate outcomes.
* Generate Return Authorizations (RAs) for products in accordance with company policies.
* Act as a subject matter expert on XPEL products for both internal teams and external customers.
* Coordinate customer returns for product testing, working with Operations and Quality teams to help determine root cause.
* Analyze warranty and return data to identify trends and support process improvements.
* Use ERP and CRM programs to manage claims and customer interactions.

Dealership Support
* New Account set up, preparing all additional items for new accounts.
* AR Responsibilities – Credits and billing inquiries.
* Prepare, email, and file Clear Plate Invoices on the master spreadsheet for Wednesday send-off.
* Assisting in logging work orders, warranties, and other entries as needed.
* Monitor e-mail inboxes and other locations for inbound orders that need to be entered into Net Suite.
* Monitor all Dealership Support Pipelines in the mornings and throughout the day.
* DAP administrative support on commissions
* Weekly and Monthly Audit Reporting.
* Triaging PPF orders pipeline for urgent requests and edits before billing is processed.
* Clear Plate spreadsheet updates and management.
* Building Addendums.

General
* Participation in the warehouse urgent communications to ensure best in class service for our customers.
* Partner with cross-functional departments (Sales, Accounting, Tech, etc.) to ensure a seamless customer experience.
* Accounts receivable responsibilities related to customer invoices, billing errors, billing statements.
* Other duties as assigned
** Basic Qualifications
*** High School Diploma
* 3 years of high-level customer and technical support experience
* Experience providing support through live chats and email preferred
* Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
* Ability to communicate professionally and effectively
* Excellent phone presence with high level of interpersonal, and organizational skills
* Demonstrates a sense of urgency and timeliness to meet customer service call demandXPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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