Customer Service Representative (Grapevine, TX)

Position Summary:

The Customer Service Representative is part of the call center team which works to meet customer support and satisfaction requirements in addition to performing the duties and responsibilities of a call center technician.

Responsibilities/Duties:

• Tracks call metric statistics and works with individual members to ensure support meets customer needs and conforms to company policy and performance standards.

• Responds to incoming customer calls and inquiries for customer service.

• Ensures correct level of diagnostic accuracy and customer phone etiquette is performed by call center technicians through review and analysis of call results and metrics.

• Provides telephone troubleshooting and diagnosis of technical problems that resolve customer reported issues in a prompt and effective manner.

• Provides and coordinates daily, weekly and monthly call activity reports.

• Promotes and maintains positive customer relations while maintaining professional and courteous telephone customer communication.

• Manages and coordinates research required with product technical literature and internal team members to ensure an effective resolution to the customer issue.

• Provides data entry into customer response system to track incident, open service orders, research issues, and setup RMAs with customers.

• Assists in customer presentations, site visits, and requests, at either customer or company locations as required, and maintains a professional image at all times.

• Identifies new business techniques and processes, by developing a complete and thorough knowledge of the customer technical support processes.

• Develops methods to reduce call handling times and improve diagnostic accuracy.

• Provides support to other team members as required and assists in development of techniques to improve customer satisfaction and quality of service.

Education/ Work Experience:

• High school diploma or general education degree (GED) or (equivalent combination of education and experience)

• 2 Years related experience and/or training

Personal:

• Excellent customer service skills

• Self-Starter

• Intrinsic motivation

• Demonstrates leadership

• Excellent interpersonal skills

• Multi-cultural

• Accustomed to working through people

• Good coaching & facilitation skills

• Change agent