Job Details
CuZn are a rapidly growing manufacturer of proprietary technology for the Water Filtration Industry and require a detail focused and self-motivated individual for this Technical Services Rep position. This position requires flexibility, initiative and adaptability to work with both a team-oriented and independent mindset as well as a customer first commitment and will work to assist customers in live online chat, phone enquiries and video calls for all customer service, product and installation enquiries and troubleshooting etc. This role will be responsible for providing technical support to CuZn and Foamulations customers including installation support, answering product questions and assisting with warranty claims. With proprietary tech not produced anywhere else in the world and multiple retail products at the top of their categories on Amazon, we have plenty of growth potential and avenues for advancement for the right candidate.
Responsibilities:
- Provide full spectrum of customer service including answering phone calls and live online chats as they come in to answer enquiries, take orders, and troubleshoot issues with products or units in a courteous, professional manner, directly from customers and through Amazon
- Will also respond to enquiries via email and live chat and be willing to use video calls to assist customers on an as needed basis
- Provide excellent verbal and written assistance for a variety of questions that arise regarding product info, installation assistance, cleaning of equipment, etc.
- Provide remote support and administration to engineering team on service bulletins, illustrated parts breakdowns, new product guides, specification sheets, in the form of proof reading, advice, error corrections etc.
- Assist customers with determining parts needs and availability and placing orders correctly
- Understand and convey company warranty policies; work with customers over the phone on necessary repair or replacement of defective products following warranty policies and guidelines
- Will also report any quality issues to engineering and manufacturing teams
- Assist with order entry and administrative tasks on an as needed basis and as a part of product training
- Be willing to work on video and be involved in development of product tutorials, training and information for company website
- Proactively document product details, frequently asked questions & answers, processes and procedures to improve product and company knowledge and provide best in class customer support
Experience & Skills Requirements:- Experience in manufacturing, plumbing, or a technical trade environment is preferred but not essential
- Familiar and comfortable with Microsoft office, online chat and video calling platforms a benefit
- Detail oriented individual with attention to detail and ability to be a self-starter
- Proven and extensive customer service experience essential
- Education: Associates degree, preferred but not essential
Competencies: The ideal candidate for this role will have an eagerness to learn and prove themselves with the appropriate training provided. You will have a natural skill for talking to customers and building professional relationships while always resolving issues with a high standard of customer satisfaction. You will take pride in your work, have attention to detail, enjoy working with people using a variety of tools and technology as best suited to each customer, and be able to pivot between tools and topics, always ensuring every customer is answered. You will have an enthusiasm and eagerness to learn and work as a part of a team that takes pride in the unique products they produce and keeping their customers happy.
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