Customer Service Representative
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POST DATE 10/11/2017
END DATE 12/15/2017
JOB DESCRIPTIONJob Summary
Provide prompt and professional customer service to both our internal and external customers.
Essential Duties and Responsibilities
Work with customer via phone and email to resolve customer issues
Coordinate with vendors to obtain technical problem resolutions
Handle and respond to inbound phone calls and email inquires
Initiate and process RMAs (Return Merchandise Authorizations)
Answer ACD incoming calls as they come up in rotation in the customer service que
Maintain a closure rate for total cases opened in each given Quarter
Maintain a ratio of notes in Blitz and CRM to the number of activities (calls and cases) done per quarter
Make sure that all documentation is uploaded into the MCS in a timely manner for customer refunds or exchanges
Share technical information with the team such as including new vendor contact information
Work with other internal departments in a cooperative effort to resolve customer claims, credits and vendor disputes i.e., Finance, A/P, Operations Compliance Mgr, Facilities
Provide technical support to our customers or assist the customer in getting in the manufacturers tech support for assistance
Attend vendor provided lunch and learn meetings for training and general knowledge of various A/V products
Other duties assigned as needed
Skills and Abilities
Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
Self-starter capable of working independently and ensuring to meet deadlines
Excellent communication and interpersonal skills, both verbal and written
Ability to balance multiple tasks with changing priorities
Excellent structured problem-solving skills
Demonstrate time management skills with attention to detail
Education and/or Experience
High School Diploma or equivalent is required
Formal education in Electronics or related field is a plus
Minimum 1-2 years Customer Service experience preferably in AV/Video Teleconferencing/ Telecommunications or related field
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).
The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment
This position does not have any direct reports