Customer Support Agent - Orlando, FL***To be successful in this position requires proper phone skills of a traditional customer service role but also it is helpful to have mechanical aptitude.***POSITION SUMMARYAct as the primary point of contact for customers and dealers having questions or concerns with installation, service or of an administrative nature.ESSENTIAL FUNCTIONS
- Resolve customer concerns
- Provide technical assistance
- Escalate advanced-level technical requests and customer complaints.
- Completes incident reports
- Contacts assigned clients 24 hours in advance to confirm service appointments
- Cluster annual inspections daily, ensure all field personnel have a minimum of three jobs daily.
- Assist customers with parts ordering and service call scheduling.
- Document client contact and outcome in client database.
- Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
- Identify and escalate recurrent breakdown and services.
- Process RMA's
- Respond to voicemail's and tech support team email requests.
- Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
SKILLS
- Must have basic working knowledge of Microsoft Windows and have proficient typing skills.
- Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
- Customer-centric mentality.
- Product knowledge and methodological troubleshooting.
ATTRIBUTES
- Telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times.
- Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Excellent verbal and written communication skills.
- Works with the team; contributes to positive team environment
- Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
- Works with integrity and ethically; supports organization's culture, goals, and values.
- Adheres to work schedule.
- Ability to apply analytical thinking
EDUCATION / EXPERIENCEAssociate's degree (A. A.) or equivalent from two-year College or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.PHYSICAL REQUIREMENTSMust occasionally lift and/or move up to 10 pounds.Regularly required to sit, talk, or listen; occasionally required to stand.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.WORK ENVIRONMENTThe noise level in the work environment is usually moderate.NOTE: This job description is not intended to be all-inclusive.