Responsibilities
Maintain an accurate account of incoming/outgoing telephone calls.
Process credit card, sales orders and no charge warranty orders.
Track packages/shipments as required.
Mail/fax sales literature and service information to customers.
Provide follow-up with customer, retail store or dealer as necessary.
Process consumer returns (test, replacement, repair).
Assist with floor training of newer CSR’s.
Operate computer to order parts (process credit card), enter call history, document troubleshooting steps and provide shipping/receiving dates.
Provide troubleshooting/technical service over the telephone.
Provide warranty information and assistance.
Investigate and respond to customer order/billing inquiries.
Provide non-warranty sales and/or service referrals for product and/or authorized service dealers.
Offer troubleshooting/technical support to newer CSR’s.
Enter warranty cards into computer system.
Contact consumer for missing information (via phone, letter, e-mail).
File warranty cards.
Call-Backs – phone customers who have been placed in a call-back queue and providing assistance.
Available to work a variety of hours to accommodate customer requirements and established office hours (shifts).
Work efficiently on outbound line as assigned to follow up on customer issues and document results.
Adherence to break and lunch schedule within department standards.
Additional Responsibilities
Provide all levels of support prior to supervisory contact.
Take, investigate, and solve customer complaints.
Interface with dealers to solve customer issues.
Provide detailed explanation of company policy and procedures in respect to warranty/non-warranty issues.
Retrieve necessary information from customer and/or dealer and provide approval or denial of issues that do not require manager’s approval.
Serve as back-up for other positions on an as-needed basis.
Lead periodic in-department meetings on products or processes as a subject matter expert.
Qualifications
Must have working knowledge of wireless networks
Mobile computing including Android and iOS devices
Location-sensing systems
Wireless technologies e.
g.
, Bluetooth, RF tags, and WiFi
Routing protocols for wireless networks
Monitoring wireless networks
1-2 years customer service or telephone experience/employment in a technical call center environment
Exceptional telephone communication and problem solving skills.
Must be capable of handling customer complaints in a satisfactory manner
Minimum 6 months with department
Meet department goals for prior 3 months
No written warnings within previous 6 months
Not on active Performance Plan
Schedule Flexibility
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