Job Description
About the position
- Responsibilities
- Act as a point of escalation for customer inquiries and complaints.
- Research and respond to escalated customer inquiries via phone, email, and written communication.
- Interact with customers to provide acknowledgment and status updates on inquiries.
- Troubleshoot customer issues to provide effective resolutions.
- Identify emerging trends in customer complaints and notify leadership.
- Provide written and verbal responses to customer inquiries, ensuring clarity and professionalism.
- Manage an inventory of assigned cases while maintaining compliance with critical deadlines.
- Maintain logs, records, and files related to customer interactions.
- May assist with customer setup, onboarding, and installations as needed.
- Order and install necessary equipment to meet customer needs.
- Test solutions to ensure customer satisfaction and needs are met.
- May provide training and product demonstrations to customers.
- Adapt responses and procedures based on unique customer situations and issues.
- Requirements
- High School diploma or equivalent required.
- Generally has 5+ years of related experience.
- Prior experience supporting customer escalations and written interactions in a related field.
- Nice-to-haves
- Extensive knowledge of the company's products and services.
- Strong organizational skills and time management abilities.
- Excellent research and problem-solving skills.
- Customer service skills including active listening and conflict resolution.
- Strong MS Office skills.
- Excellent interpersonal and communication skills.
- Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401k plan
- Paid time off (PTO) and paid sick leave
- Employee stock purchase plan
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