The Customer Services Representative assists internal and external customers with technical questions about products through phone, email, and live chat, recommending solutions based on each inquiry. This role also includes providing feedback to improve products and training, and opportunities to enhance efficiency and customer experience.
Client Details
My client is a leading global company specializing in electrical wiring devices, energy management solutions for lighting, networking products, security, and commercial data infrastructure. They provide over 25,000 devices across residential, commercial, and industrial industries.
Description
- Address all customer inquiries about products through various channels, including phone, email, live chat, and web.
- Troubleshoots and resolves installation issues reported by customers, escalating complex matters to relevant departments like marketing, sales, and engineering as needed.
- Ensures timely responses to technical questions from field sales, customer service, distributors, homeowners, contractors, architects, and others regarding product details and applications.
- Assists with competitive cross-reference requests when necessary.
- Aids customers in specifying Leviton products by answering installation and usage questions tailored to their needs.
- Supports the quality program by evaluating customer concerns and submitting quality tickets as required.
- Collaborates with management, providing valuable feedback on product and training needs, as well as suggestions for departmental improvements to enhance efficiency.
Profile
- Bachelor's or Associate's degree; or technical school certificate/high school diploma.
- 1-2 years of customer service or product support experience.
- Strong oral, written, and interpersonal communication skills
- Excellent problem-solving abilities.
- Ability to work independently with creativity and resourcefulness under general supervision
- Strong internet research and analytical skills
- Experience with managing online reviews, ratings, or customer inquiries.
- Familiarity with app installations (Android, Apple), WiFi, Zigbee, Bluetooth, etc.
Job Offer
- Medical, dental, and vision insurance options
- 401K plans with employer matching
- Tuition reimbursement program
- Paid time off (PTO)
- Paid holidays
- Volunteer time off
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