Customer Service Representative III

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        "AddressLine1": "2501 S State Highway 121 Business",
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    "ExternalDescriptionStr": "<p><strong><u>Scope/Responsibilities:</u></strong></p>\n<ul>\n <li>A strong passion for customers.</li>\n <li>Excellent interpersonal and communication skills.</li>\n <li>Assist our consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support.</li>\n <li>Re-route customers to other areas of support and departments based on product inquiries.</li>\n <li>Educate customers on cost effective and correct use of our products.</li>\n <li>Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.</li>\n <li>Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.</li>\n <li>Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.</li>\n <li>Participate in testing with internal IT support to provide feedback on internal systems.</li>\n <li>Respond to customer inquiries and/or complaints regarding the company’s product or services.</li>\n <li>Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.</li>\n <li>De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.</li>\n <li>Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.</li>\n <li>Access and assist with continual update of internal knowledgebase.</li>\n <li>Offer ideas for product improvements based on interactions and customer feedback.</li>\n <li>Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.</li>\n <li>Complete, investigate and respond to customer order/billing inquiries.</li>\n <li>Take, investigate, de-escalate, and solve customer complaints.</li>\n <li>Understand competitor product for our Universal devices.</li>\n <li>Refer customers to local dealers for extra support when needed.</li>\n <li>Respond to e-mail/chat communication from leadership/customers.</li>\n <li>Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.</li>\n <li>Meet and support department goals and objectives.</li>\n <li>Assist management as needed/other duties assigned.</li>\n <li>Trained on Aladdin and Bench Sentry basics to provide customer support.</li>\n <li>Provide feedback reports to leadership on other team members for coaching/refreshers.</li>\n <li>Be educated on products no longer manufactured/with obsolete parts.</li>\n <li>Understand motor/rail/unit details to determine replacements of such.</li>\n <li>Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.</li>\n <li>Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.</li>\n <li>Educated on Bench Sentry products to offer troubleshooting/programming support.</li>\n <li>Answer help desk calls from internal customers (other agents). Provide support to de-escalate and resolve customer and agent issues.</li>\n <li>Complete administrative tasks such as postal, e-mail, and fax documentation sent from customers.</li>\n <li>Complete Level 3 callbacks.</li>\n <li>Review email – add documents of proof of purchase and customer inquiries to Oracle CX.</li>\n <li>Assist with standard call queues when short on staff.</li>\n <li>Assist with closing duties for management when needed.</li>\n <li>Offer floor support for new hires.</li>\n <li>Be trained on basic computer malfunctions to assist new hires.</li>\n</ul>",
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