Customer Service - Phones & Support (Onsite Only)

***This is an Onsite Position only*** 

General Information: 

Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs. 

Key Aspects: 

• Representative for Miedema Companies. 
• Assist all coworkers and managers of all departments and companies as requested. 
• Contribute to our positive and organized work environment. 

Skills or Abilities Required: 

• Focus on a task and complete with thoroughness and detail. 
• Manage multiple communications channels at once (chat, email, phone, text) 
• Demonstrated passion for excellence with respect to treating and caring for customers 
• Communicate clearly and professionally, both verbally and in writing 
• Field complaints and unpleasant customers with respect 

• Experience with Microsoft Office (Excel, Word, Outlook) 
• Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings 
• Punctual, organized, dependable, high availability and proven attendance 
• Work well with co-workers and provide support as needed 

Training will include, but not limited to: 

• Use & functionality of our auction site 
• Use & functionality of our internal software systems 
• Telephone system functionality 

• Auction site training for understanding of process of auctions 
• Daily task training as applicable 

Compensation & Schedule: 

• This is a part time hourly position. 
• Thursday – Noon – 7PM
• Friday – 830 A – 430 PM
  
• Rotating Saturdays from 9AM- Noon (currently every 5th Saturday)

• Schedule is subject to change (with notice) as needed to accommodate proper coverage 

Responsibilities will include, but are not limited to: 

• Customer Service: 

• • Active participation in customer service center call queues 
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly 

• • Efficiently gather the reason customer needs assistance (listen) 
  • Educate the customer when applicable to help them be self-sufficient 
  • Document conversations and actions taken 
• Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services. 
• Maintain a balance between company policy and customer benefit in decision making. 

• Connect the customer to the best source of resolution based on their needs 
• Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls) 
• Place outbound calls to follow up on payment and pickup of items won on auction 
• Documentation of all actions with customers 

• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience 
• Front Desk Tasks that may include:
  • Assisting walk in customers
  • Mailing items out USPS / UPS as requested
  • Printing Auction Catalogs
    

• Assist all co-workers as requested 
• Job description is subject to change as needs arise, tasks may be added or reassigned