Position Summary:
Responsible for monitoring, maintaining, and troubleshooting SmartCover products for the assigned customers installed base. Provides customer relationship management to create and maintain strong customer loyalty and continuously improve customer satisfaction. Builds trust and maintains open communication with all customers. Manages accounts towards meeting and exceeding defined internal metrics. Works independently on assigned accounts and with all customers while following company policy and culture protocols. Adapts to rapidly changing priorities and consistently works within a balance between maximum efficiency and quality of work.
Job Duties:
- General customer service includes field service, telephone, chat, and email support.
- Day-to-day self-management, including time, efficiency, and multitasking.
- Analysis, troubleshooting/repair, and account management to support all SmartCoverTM products.
- Case management for all services was managed with demonstrated accuracy and thoroughness.
- Data collection and analysis to drive product and process improvements for all SmartCoverTM
- products.
- Customer training for all SmartCoverTM products.
- Scheduling field service in response to customer requirements.
- Building strong team relationships with customers, co-workers, and the sales channel.
- Innovation in the area of customer-centered services and solutions.
- Inventory management. Return Material Authorization Facilitation.
- Work in compliance with all health and safety and environmental legislation, including, but not limited to,
- limited to the Occupational Health and Safety Act and Regulations and SmartCover Policies,
- Procedures and Code of Conduct.
Competencies Needed to Support the Following Core Values:
- Make it SIMPLE & EASY for our customers
- People first: PROACTIVE and EMPOWERED
- HONESTY, HUMILITY, AND INTEGRITY in everything we do
- REPUTATION above all
- Committed to Continuous IMPROVEMENT
Job Requirements
- Minimum of 2 years in a customer service role.
- Experience self-managing day-to-day duties.
- Account management and/or technical support experience.
- Basic troubleshooting and problem-solving.
- Mathematical skills to interpret and utilize quantitative information.
- Ability to analyze data, apply intuition and experience to complement data, and ultimately present
- sound, logical conclusions.
- Demonstrate professionalism and good judgment in a rapidly changing, intense, and fast-paced
- team environment.
- Multi-task and coordinate multiple and often conflicting priorities.
- Maintain an outgoing, positive, friendly, and customer-focused attitude.
- Coachable, detail-oriented, and conscientious.
- Effective written and verbal communication skills.
- Effective listening and inquiry skills to ensure understanding of incoming communication.
- Proficiency in all office software applications. Salesforce, Putty, and SQL are a plus.
Education Requirements:
- Associate degree or equivalent experience. A bachelor's degree is a plus.
Physical Demands:
- Body Positions: Includes standing, sitting, walking, lifting (up to 60 lbs), talking, hearing, and handling.
- Work may be done indoors in a temperature-controlled environment or outdoors in a non-controlled environment.
- The typical noise level is low to moderate.