Customer Service Representative II

Scope/Responsibilities: 

• A strong passion for customers. 
• Excellent interpersonal and communication skills. 
• Assist our consumers by providing product 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. 
• Provide feedback reports to leadership on other team members for coaching/refreshers. 
• Be educated on product/units no longer manufactured/with obsolete parts. 
• Understand Motor/rail/unit details to determine replacements of such.  
• De-escalate and make decisions to assist customers sent from Level 1. 
• Complete Level 2 Callbacks to resolve customer inquiries. 
• Offer floor support for new hires.  

• Must have working knowledge of wireless networks
• Mobile computing including Android and iOS devices
• Location-sensing systems
• Wireless technologies e.g., Bluetooth, RF tags, and WiFi
• Routing protocols for wireless networks
• Monitoring wireless networks
• 1-2 years customer service or telephone experience/employment in a technical call center environment
• Exceptional telephone communication and problem-solving skills.
• Must be capable of handling customer complaints in a satisfactory manner
• Minimum 6 months with department
• Meet department goals for prior 3 months
• No written warnings within previous 6 months
• Not on active Performance Plan
• Schedule Flexibility