Customer Experience Spec 3 - 25579

Customer Service Representative

The UxS Customer Support Program is seeking a Customer Service Representative to play a pivotal role in the growth of the aftermarket business space.

Own and manage a unique scope of the UxS customer base. First point of contact with the ability to field numerous complex issues and communicate internally for timely resolution. Field customer inquiries technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved. Provide initial technical product support to customers via inbound calls, email, chat, etc. Handle inquiries and troubleshoot basic technical product-related issues in close collaboration with other departments to include Engineering, Manufacturing, Business Development, Pricing and Operations. Gather information to identify and assess nature of problem. Record incidents in a case management tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Account management and ownership mindset to attend to a rapidly growing customer base.

Primary customer contact, to answer questions, resolve issues, either technical in nature or requiring repairs, spare parts or field support and continuously communicate status with customer until matter is resolved. Responsible for improving the customers' experience with HII Products and Services. Provide initial technical product support to customers via inbound calls, email, chat, etc., by handling inquiries and troubleshooting basic technical product-related issues. Gather information to identify and assess nature of problem. Record incident in a tracking system to maintain log of product issues for escalation and product development teams. Typically refer to transcript or established process in training manuals and guides to recommend solutions. Escalate complex issues to higher-level technical product support specialists or management.

Associates Degree or other 2 year technical degree in related discipline and 3 years of related experience; or High School Diploma or equivalent and 5 years related experience. Customer relationship experience and ability to develop these relationships, experience in customer success metrics, presentation skills, demonstrating urgency in response, and the ability to understand and report technical details to customers. Must be able to obtain and maintain a government clearance.