Located in Greensboro, NC
Job Full Description
Provides basic technical support and assistance to customers via e-mail, phone, or chat. Addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations. Documents support interactions, including details of inquiries, complaints, comments, and actions taken. Possesses a basic understanding of the organization's products and services. Escalates more complex inquiries to a higher-level support team. Typically requires a high school diploma or equivalent.
Works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job
Responsibilities and Essential Functions:
· Communicates with Technical team using Teams application.
· Locates service centers for customers that require repair or maintenance on their generator.
· Maintains professionalism and composure during all customer interactions.
· Demonstrates empathy and patience to customers, especially under stressful situations.
· Utilizes NetSuite to navigate and create, part orders, customer profiles, support cases, and creates Shopify orders.
· Responds to Chat inquires quickly with an approval rating over 90%.
· Responds to Email Information page inquiries through Outlook.
· Troubleshoots and answers customer inquiries
· Continuously learns best practices for troubleshooting generators.
· Vonage answer rate must be above 95% unless assigned other duties.
· Vonage ready state must be above 90% unless assigned other duties.
· Answers and assists to completion over 99% of all calls.
· Attaches related documents and files to each customer profile case in NetSuite.
· Resolves cases in a timely manner, if possible by the conclusion of the customer interaction.
· Provides detailed case notes for every customer interaction with clear documentation for each individual issue addressed.
· Utilizes operating manuals, FAQ’s, website, and other sources to assist with customer inquiries.
· May be required to assist other departments.
· Overtime as needed during peak season.
· Completes trainings and attends Company meetings as assigned.
· Other duties as assigned.
Skills and Abilities:
· Must have customer interaction experience by phone, email, and chat.
· Experience working with outside warehouses required.
· Experience using FedEx and UPS shipping interfaces.
· Must have attention to detail, good follow-through, and organizational skills are paramount.
· Excellent critical thinking skills and the ability to apply information quickly.
· Must be reliable, flexible, proactive, team player, and highly motivated.
· Knowledge of small engine operations and repairs.
· Must be able to navigate multiple screens.
· Ability to work in a dynamic, pressured, and ever-changing environment.
· Liaison with Operations to address complaints, questionnaires, and documentation.
· Bilingual is a plus – French/Spanish.
Education:
· High school diploma or equivalent.
· Customer service experience is a plus.
Communications:
· Ensures clear and timely communication within department and with other departments to maximize quality, productivity, and minimize customer complaints.
· A team player with an outgoing personality, willing to take the initiative while staying organized is necessary.
· Must have good written and verbal communication skills and act as a problem solver.
· Working knowledge of MS Office (Word, Excel, Outlook, PowerPoint) and NetSuite.
· Keeps the management team abreast of significant issues or developments identified during routine activities and actions being taken to improve the situation.
· Respects confidentiality of privileged information.
Greensboro, NC North
3293
7204 D West Friendly Avenue
Greensboro, NC 27410
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