Customer Service Representative
Convergint Technologies, LLC, Cornelius, North Carolina, United States, 28031
Overview
Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Customer Service Representative to join our amazing culture. In this role, you will be responsible for generating work orders from service request information submitted by our customers. Work orders will be submitted via phones, emails or portals, and CSRs are responsible for responding to inquiries in a professional manner. CSR's work closely with and support Resource Coordinators, account managers, territory managers, and internal/external business partners for service work order creation and follow-up. As a CSR, you are a part of a dynamic team that allows you to grow as Convergint grows. For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers. What you'll do
What you’ll do with "Our Training and Your Experience" Deliver service and support updates and resolutions to internal and external business partners Interact with customers to provide service updates in response to inquiries, concerns, and requests about work orders Gather customer’s/Technicians information and determine next steps and resolution Generate work order tickets in accordance to service requests submitted by BranchServ customers Research required information using available resources Follow standard processes and procedures Identify and escalate priority issues to account management per Client specifications Redirect problems and escalations to appropriate resource Accurately process and record call transactions using a ticketing system Schedule BranchServ service technicians using ticketing system in effort to meet customer priorities and SLA’s Ensure tickets have required information for closure process Manage client service request inbox for requests and updates Monitor part tracking and work to schedule technicians upon part arrival Organize ideas and communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers where necessary Stay current with system information, changes and updates What You\'ll Need
Strong ability to work independently and as a team member Excellent verbal, written and interpersonal communication skills and ability to deal with a wide cross section of people both internal and external to the business Strong attention to detail Service skills and awareness for customer care/satisfaction Strong computer skills - Word / Excel Excellent organizational skills and the ability to handle multiple projects simultaneously within tight deadlines Shows initiative engages in proactive behavior and looks for opportunities Strong analytical skills necessary to resolve problems and look for solution Strong financial analytical skills including cost control Strong ability to facilitate a collaborative working environment for customers and team members Company Benefits
Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits: 10 Company Holidays and Paid Time Off starting at 13 days annually Fun & Laughter Day Off Medical, Dental & Vision Plan Life insurance & Disability Plan Wellness Program 401K Matching Plan Colleague Assistance Program Tuition reimbursement Competitive salary and compensation plan Vehicle reimbursement plan or company vehicle Corporate Social Responsibility Day Cell phone reimbursement (if applicable) Paid parental leave Requirements
Education: BS/BA in Business related discipline (preferred) or equivalent work-related experience Skill and Knowledge Qualifications: Microsoft Office Suite; Proper phone etiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar; Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Effective listening skills; Willingness to co-operate with others and work to the greater good; Multi-tasking capabilities Convergint is an Equal Opportunity Employer Visit our Convergint careers site to learn more about the company and the exciting opportunities available. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Convergint is looking for a full-time, enthusiastic, results driven and forward-thinking Customer Service Representative to join our amazing culture. In this role, you will be responsible for generating work orders from service request information submitted by our customers. Work orders will be submitted via phones, emails or portals, and CSRs are responsible for responding to inquiries in a professional manner. CSR's work closely with and support Resource Coordinators, account managers, territory managers, and internal/external business partners for service work order creation and follow-up. As a CSR, you are a part of a dynamic team that allows you to grow as Convergint grows. For information about how we use your personal information, please see our Colleague & Applicant Privacy Notice, available on convergint.com/careers. What you'll do
What you’ll do with "Our Training and Your Experience" Deliver service and support updates and resolutions to internal and external business partners Interact with customers to provide service updates in response to inquiries, concerns, and requests about work orders Gather customer’s/Technicians information and determine next steps and resolution Generate work order tickets in accordance to service requests submitted by BranchServ customers Research required information using available resources Follow standard processes and procedures Identify and escalate priority issues to account management per Client specifications Redirect problems and escalations to appropriate resource Accurately process and record call transactions using a ticketing system Schedule BranchServ service technicians using ticketing system in effort to meet customer priorities and SLA’s Ensure tickets have required information for closure process Manage client service request inbox for requests and updates Monitor part tracking and work to schedule technicians upon part arrival Organize ideas and communicate oral messages appropriate to listeners and situations Follow up and make scheduled call backs to customers where necessary Stay current with system information, changes and updates What You\'ll Need
Strong ability to work independently and as a team member Excellent verbal, written and interpersonal communication skills and ability to deal with a wide cross section of people both internal and external to the business Strong attention to detail Service skills and awareness for customer care/satisfaction Strong computer skills - Word / Excel Excellent organizational skills and the ability to handle multiple projects simultaneously within tight deadlines Shows initiative engages in proactive behavior and looks for opportunities Strong analytical skills necessary to resolve problems and look for solution Strong financial analytical skills including cost control Strong ability to facilitate a collaborative working environment for customers and team members Company Benefits
Convergint fosters a supportive, accessible, and inclusive environment in which all individuals are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits: 10 Company Holidays and Paid Time Off starting at 13 days annually Fun & Laughter Day Off Medical, Dental & Vision Plan Life insurance & Disability Plan Wellness Program 401K Matching Plan Colleague Assistance Program Tuition reimbursement Competitive salary and compensation plan Vehicle reimbursement plan or company vehicle Corporate Social Responsibility Day Cell phone reimbursement (if applicable) Paid parental leave Requirements
Education: BS/BA in Business related discipline (preferred) or equivalent work-related experience Skill and Knowledge Qualifications: Microsoft Office Suite; Proper phone etiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar; Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Effective listening skills; Willingness to co-operate with others and work to the greater good; Multi-tasking capabilities Convergint is an Equal Opportunity Employer Visit our Convergint careers site to learn more about the company and the exciting opportunities available. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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