Location: Dallas,TX, USA
Do you like to dig in deep to solve problems? Have a passion for tech-heavy concepts like 5G, Iot, or aerospace and defense? Consider joining our talented team of experts at industry-leading TRS-RenTelco. As a division of McGrath, we bring the same core company values and offer an indispensable combination of technical expertise and great people skills to provide the very best in high-end electronic test and measurement equipment to our customers on a global scale.
A Day in the Life
As the Customer Care Representative, you will be the primary point of contact for external customers and also serves the internal customers of the business. As calls come in, you will be required to respond quickly, determine the caller's needs, document the incoming call and any follow up activities and either resolve the issue or forward the call to technical support. This position is for you if you have poise, maturity, excellent communication skills and the ability to handle a large volume of calls in sequence or in a short period of time. In this position you will work closely with almost all other departments in the organization and requires a service mentality to be successful.
What You'll Do
* Responsible for full realm of activities associated with handling and processing customer service calls, related to the rental of both electronic and environmental test equipment
* Provide final resolution for each service call including repair and returns, exchanges, and equipment un-sells
* Assess each situation independently and act accordingly for the fair benefit of both the customer and the company
* Evaluate equipment returned from customers and make a recommendation or determination on the status
* Work with customers to resolve any discrepancies and provide appropriate documentation and/or return logistics as required
* Provide technical expertise to internal support staff and external customers
* Continually learn about the business, the customers and the equipment to stay abreast of the changing needs of the customers and the business
Must Haves
* 2+ years in a customer support environment
* Associate's Degree or equivalent experience
* Able to work Monday-Friday 10am-7pm
* Ability to multitask in a fast-paced environment
* Strong attention to detail
* Strong computer skills; MS Office, Excel and other programs or platforms
* Excellent customer service and problem-solving skills
* Strong interpersonal, communication and organizational skills; ability to handle a volume of phone calls and meet goals and deadlines
* Proven analytical, decision making and negotiation skills
* Advanced verbal and written communication skills
Nice to Haves
* Bilingual a plus
Perks
* It's a great place to work where you are given the space to share ideas and opinions and the bottom-line is YOU matter!
* We value our employees' Quality of Life, and when it comes to mental health, recovery, and self-care, there is no one-size-fits-all approach that is why we provide resources where employees can find information on several wellness topics like nutrition, exercise, emotional health, and more!
* We all need to rest and recharge that's why in addition to vacation and sick time we also offer 10.5 company-paid holidays + 1 floating holiday!
* We offer a variety of benefits that offer you flexibility and choice, a simple selection experience, and the ability to take control over your benefit spending.
* 401(k) Retirement Plan with Company Match.
* On-site Gym
* Life is unpredictable, having Company Paid Life Insurance and knowing that your loved ones will be protected financially in the event of an unexpected death can give you peace of mind.
* We also offer DailyPay, HSA, FSA, EAP and Pet Insurance!
The specific pay rate and level, if applicable, will depend on the successful candidate's qualifications, prior experience and location.
A Message from Our CEO, Joe Hanna
At McGrath, diversity and inclusion are important to our culture and core values. One of our core values is that YOU matter. This means everyone in the company, inclusive of race, color, nationality, gender, orientation, and all else. You are all important and critical to our operations and success. I believe cultivating a culture that is inclusive and embraces everyone is the right thing to do and as your leader, I'm committed to making this happen.
The pre-employment screening process includes social security verification and criminal background check. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability and any other legally protected status.
Our company uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
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Work Schedule: Monday-Friday 10am-7pm