Internal Service Admin - Customer Service
Position Overview:
Assist in the daily activities required for efficient operation of Internal Service Department. Project a professional company Image through phone interaction with customers. First point of customer contact for general inquiries regarding technical support, commissioning requests, pricing, warranty inquiries, product support, Service scheduling etc. Maintain accurate records and provide reports to the Director of Service in regard to call volume, Service calls, Commissioning activities, warranty and others as required.
Duties and Responsibilities:
• Answer phones and respond to customer requests.
• Coordinating with other departments to resolve inquires
• Provide customers with product and service information.
• Transfer customer calls to appropriate staff.
• Identify, and research customer issues using the computer system.
• Follow-up on customer inquires not immediately resolved.
• Arrange "callbacks" if needed for requested paperwork for commissioning and service visits
• Complete call logs and reports.
• Research issues and escalate to management
• Filing, faxing and completing paperwork
• Log incoming Warranty claims
• Log incoming commissioning request
• Check, assign or answer Email request
• Read & assign Web inquiries for service issues
• Update and maintain mail/phone directories for service department
• Process mail and ship packages upon request
• Other duties as assigned
Qualifications:
The Ideal candidate will possess the following skills:
• Able to work independently and efficiently to meet deadlines.
• Able to promptly answer service, sales and billing related email and phone calls.
• Self motivated, detail-oriented and organized.
• Creative thinking abilities.
• Experience on Personal Computers and the internet.
• Proficient with multiple Microsoftware applications.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Typing proficiency: 40-60 wpm.
• Minimum of 3 years experiences in Call Center environment.
• High school diploma or GED required.
• Previous MAS500 experiences a big plus
Great communications skills and accurately convey that information to field personnel.
Maintain self control and remain polite.
Must be a good negotiators.
Must be reliable.
Able to take responsibility.
They are able to make decisions under pressure.
Able to work overtime if requested.
Must be self-motivated.
Must have good organizational skills.
Must be flexible.
Must be detail-oriented.
Must have a sense of urgency.
Must be a good team players.
Must have courage. CSAs have to be brave enough to tell customers and sales reps when something is not possible.
Must be a problem solver. CSAs should help find ways to eliminate the causes of customer disatidification.
Knowledge/Skills Required:
• Microsoft Office suite skills, Excel, Word, Access, Outlook
• Knowledge of MAS500
• ACD telephone understanding and use
Physical Requirements and Working Conditions:
• Ability to multitask in a very busy office environment
• Required regularly to sit, talk, and listen.
• Ability to read and analyze written information on a computer terminal. Close vision and the ability to adjust focus are necessary.
• Working Conditions – noise level in the work environment is usually quiet to moderate.
• Able to wear a headset at times
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