Customer Service Representative III

Scope/Responsibilities:

• A strong passion for customers.

• Excellent interpersonal and communication skills.

• Assist our consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support.

• Re-route customers to other areas of support and departments based on product inquiries.

• Educate customers on cost effective and correct use of our products.

• Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.

• Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.

• Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.

• Participate in testing with internal IT support to provide feedback on internal systems.

• Respond to customer inquiries and/or complaints regarding the company's product or services.

• Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.

• De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.

• Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.

• Access and assist with continual update of internal knowledgebase.

• Offer ideas for product improvements based on interactions and customer feedback.

• Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.

• Complete, Investigate and respond to customer order/billing inquiries.

• Take, investigate, de-escalate, and solve customer complaints.

• Understand competitor product for our Universal devices.

• Refer customers to local dealers for extra support when needed.

• Respond to e-mail/chat communication from leadership/Customers.

• Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.

• Meet and support department goals and objectives.

• Assist management as needed/Other duties assigned.

• Trained on Aladdin and Bench sentry Basics to provide customer support.

• Provide feedback reports to leadership on other team members for coaching/refreshers.

• Be educated on product no longer manufactured/with obsolete parts.

• Understand Motor/rail/unit details to determine replacements of such.

• Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.

• Educated on Connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.

• Educated on Bench Sentry products to offer troubleshooting/programming support.

• Answer help desk calls from internal customers (other agents). Provide support to de-escalate resolve customer and agent issues.

• Complete administrative tasks such as Postal, e-mail and Fax documentations sent from customers.

• Complete Level 3 callbacks

• Review email - add documents of Proof of purchase and customer inquiries to Oracle CX.

• Assist with standard call queues when short on staff.

• Assist with closing duties for management when needed.

• Offer floor support for new hires.

• Be trained on basic computer malfunctions to assist new hires.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 educationQualifications

• 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