Customer Service Specialist
: Job Details :

About Us

Red Lion Controls, now HMS Networks family of products, is undergoing a period of significant change and growth. We empower industrial organizations around the world to unlock the value of data by developing and manufacturing innovative products and solutions to access, connect and visualize their information. Red Lion's global manufacturing and support facilities serve customers in factory automation, alternative energy, oil and gas, power and utilities, transportation, water and wastewater industry segments. We provide scalable solutions for cloud connectivity, edge intelligence and asset management, industrial Ethernet switches and industry leading panel meters and operator panels, to make it easy for companies to gain real-time data visibility that drives productivity.

Position Summary

The primary duty of the Customer Support Specialist will be to provide world-class first level response for incoming inquiries from customers and channel partners via telephone, e-mail, and the web. The Customer Support Specialist will possess skills to identify root problems and significant opportunities, and forward customer concerns to the proper internal department who can provide guidance for technical or business issues.

Primary Responsibilities

• Provide prompt, courteous, and effective phone and email support to customers and channel partners including asking questions and quickly identify root issue of customer / channel partner.
• Properly identify (triage) issues and engage other Red Lion Controls departments when necessary (technical support, field sales, inside sales, channel partners) in a manner that is not cumbersome to the customer / channel partner.
• Identify Red Lion Controls part numbers and products.
• Ability to read and interpret a technical product data sheet.
• Enter & process customer/channel partner's purchase order
• Provide correct literature to customers / channel partner (data sheets, catalogs, brochures).

Minimum Requirements

• 2+ years' experience providing customer support in a technical/engineer industry.
• 2+ years' experience in a customer support / inside sales role working in a call center environment.
• Ability to handle a work volume of 10 – 15 incoming customer / channel partner calls per hour.
• Demonstrates oral and written communication skill to effectively interface with all levels of company management and staff, customers and outside business contacts.
• Attention to detail and accurate recordkeeping abilities are a must.
• Must have a basic understanding of Microsoft Office applications.
• Proficiency with English language to provide both written and verbal communication.
• Must be a team player.
• Ability to work independently
• HS Diploma/GED

Preferred Qualifications

• 3 years of Customer Service experience
• Continued education relevant to type of work

Endorse, support and model the Company's core values of:

• Aim High
• Be True
• Own It

Working Conditions

• Indoors, mostly sedentary

Travel

• 0-10%

Red Lion Controls provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Red Lion Controls complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.