Customer Service Representative

Customer Support Coordinator

First point of contact to greet customers, clients, vendors, and employees via phone, email, virtual conferencing, and/or in-person and direct them to the appropriate person or department. Strong professional verbal and written communication skills required to provide the best possible first impression and ensure a positive experience. Assist Customer Service team and other staff members with administrative tasks including data entry and general email distribution as well as other duties as needed.

Responsibilities

• Professionally and effectively communicate and greet customers, clients, vendors, and employees via phone, email, virtual conferencing, and/or in-person and direct them to the appropriate person or department. Take messages and provide basic information to callers as needed.

• Screen and distribute general email and voicemail inquiries to appropriate person or department.

• Assist Customer Service team with data entry related to orders, customer account records, and RMA's.

• Assist with distributing RMA Repair estimates to customers, provide status updates and direct customer inquiries to the appropriate person or department as needed.

• Maintain office supplies for Customer Service teams.

• Monitor incoming faxes and route accordingly.

• Other duties or responsibilities as required.

Requirements

• High School/GED, College preferred

• Minimum of 2 years of relevant Reception, Coordinator, or Administrative experience in a customer service oriented environment preferred

• Individual contributor with general supervision

• Working knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Word)

• Knowledge of audio/video conferencing systems i.e. Teams/Zoom preferred

• Knowledge of ACD telephony systems preferred

• General understanding of customer service principles and practices, including being attentive, empathetic, and responsive.

• Ability to communicate technical information.

• Exceptional verbal and written communication skills to effectively communicate with customers, clients, vendors, and employees.

• Ability to multitask and manage high volume phone calls and emails.

• Ability to handle conflict resolution or irate customers in a calm and professional manner to provide solutions or escalate accordingly.

• Flexibility and adaptability to changing circumstances, new technologies, processes, and priorities.

• Strong ability to adapt quickly to department schedules and company's changing needs.

• Strong prioritization skills required to quickly analyze a situation and determine best course of action or if escalation is required.

Physical Requirements (lifting, maneuvering, standing, sitting, as applicable)

• Long hours sitting and using office equipment (Extended periods of sitting during the course of a typical workday/Greater than 4 hours? (use quantifiable numbers/no grey area)

• Must be able to remain in a stationary (stand or sit) position 75% of the working shift.

• Continually operates a computer and other office productivity machinery, such as copy machine, computer printer.

• Business Hours – Monday – Friday 8:30 am -5:30 pm