Customer Service Representative (CSR)

JOB SUMMARY:

Interacts with established customers to resolve new or rarely seen difficulties; provides information in response to inquiries about products and services; handles and resolves persistent complaints. This role does not include individuals whose duties are primarily pre-sales or initial customer installation and training (see “Pre-Sales Engineer” and “Implementation Engineer, respectively).

ESSENTIAL FUNCTIONS:

  1. Receives and logs problems escalated from initial customer-initiated contact(s).
  2. Researches and/or interacts with available sources of assistance and interacts with customer as needed to resolve issues.
  3. If necessary, prepares written description of problem and account of efforts previously made to resolve same; transmits to Director of Customer Service to further review and transmission to the CTO for analysis and action by the company’s development resources.
  4. Maintains customer contact to provide info on expected resolution process and due dates; follows up with development resources to verify dates are being met and escalates any deficiencies to the Director of Customer Service.
  5. Analyzes transactions, corrects records, and provides reporting on problems encountered to assist in evaluating overall QA efforts.
  6. Enters orders, mails catalog, samples, price quotations, and similar data to customer, as required.
  7. Responds to customers' requests via telephone or mail.
  8. Has knowledge of product line, prices, delivery time, various marketing promotional services, and similar data, as required.
  9. Trains or advises pre-sales and implementation engineers regarding common misperceptions or avoidable problems.

ADDITIONAL RESPONSIBILITIES:

  1. Provides relief to Implementation Engineers and intake call screeners as needed.
  2. Performs other allied duties as assigned by supervisor.

EXPERIENCE AND BACKGROUND:

  1. 3 or more years prior experience fielding calls at the intake level in an organization dealing with telecommunications or data services.
  2. In-depth knowledge of products’ typical usage and operating environments.
  3. Excellent listening, verbal, written and interpersonal communications skills.
  4. Problem solving and decision making abilities.
  5. Must be able to retain detailed information.
  6. Ability to work in team environment.

EDUCATION:

  1. Minimum of a Bachelor's degree in a technical discipline (CIS degree preferred) followed by 3+ years of experience in a structured technical environment.

SALARY RANGE: $60,000 - $100,000, depending on experience.

Please apply at: jobs@ezee.com

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