Job Details
** Representative, Customer Service III**
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New **The Position** Respond to all incoming calls, direct and indirect consisting of installation issues, technical problems, or billing/order inquiries for consumers. Provide elevated technical response to customers who need assistance beyond the experience level of Customer Service Representatives (CSR I).
**Responsibilities**
* Maintain an accurate account of incoming/outgoing telephone calls.
* Process credit card, sales orders and no charge warranty orders.
* Track packages/shipments as required.
* Mail/fax sales literature and service information to customers.
* Provide follow-up with customer, retail store or dealer as necessary.
* Process consumer returns (test, replacement or repair).
* Assist with floor training of newer CSRs.
* Operate computer to order parts (process credit card), enter call history, document troubleshooting steps and provide shipping/receiving dates.
* Provide troubleshooting/technical service over the telephone.
* Provide warranty information and assistance.
* Investigate and respond to customer order/billing inquiries.
* Provide non-warranty sales and/or service referrals for product and/or authorized service dealers.
* Offer troubleshooting/technical support to newer CSRs.
* Enter warranty cards into computer system.
* Contact consumer for missing information (via phone, letter, e-mail).
* File warranty cards.
* Call-Backs phone customers who have been placed in a call-back queue and providing assistance.
* Available to work a variety of hours to accommodate customer requirements and established office hours (shifts).
* Work efficiently on outbound line as assigned to follow up on customer issues and document results.
* Adherence to break and lunch schedule within department standards.
* Troubleshoot smart phone application
* Additional Responsibilities
* Provide second level of support prior to supervisory contact.
* Take, investigate, and solve customer complaints.
* Interface with dealers to solve customer issues.
* Provide detailed explanation of company policy and procedures in respect to warranty/non-warranty issues.
* Retrieve necessary information from customer and/or dealer and provide approval or denial of issues that do not require managers approval.
* Serve as back-up for other positions on an as-needed basis.
* Lead periodic in-department meetings on products or processes as a subject matter expert.
**Qualifications**
* Exceptional telephone communication and problem solving skills.
* Must have working knowledge of wireless networks
* Mobile computing
* Location-sensing systems
* Wireless technologies e.g., WiMAX, Bluetooth, RF tags, and Wii
* Routing protocols for wireless networks
* Monitoring wireless networks
* 1-2 years customer service or telephone experience/employment in a technical call center environment
* Must be capable of handling customer complaints in a satisfactory manner.
**Education**
* Associates degree in Electronics or recognized equivalent education
At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!
Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.
Overhead Door is proud to be a drug free environment.
The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law Notice of Applicant Rights Under the Law
www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:
Phone: 469-###-#### E-mail: ...@overheaddoor.com