Customer Service Representative III at Overhead Door

Lewisville, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Jun, 26

Salary

0.0

Posted On

14 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Troubleshooting, Communication Skills, Interpersonal Skills, Product Programming, De-escalation, Time Management, Organizational Skills, Technical Support, Wireless Networks, Mobile Computing, Location-Sensing Systems, Wireless Technologies, Oracle CX, Knowledgebase Management, Sales Conversion

Industry

Wholesale Building Materials

Description

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.

Responsibilities

This role involves assisting consumers via telephone and chat with product programming, setup, and troubleshooting for electro-mechanical equipment and software applications, while also re-routing customers and educating them on product use. Responsibilities include de-escalating irate customers, maintaining records of technical issues, updating the internal knowledgebase, and converting inquiries into sales opportunities.