Customer Service Representative II (Finance)
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.
- 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 WiFi
- 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
- 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 WiFi
- 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
