Overview
• Provide customers with order information, assistance
• Product support: Parts and Equipment
• Transactional: Orders, Claims and Invoicing
• Act as a switchboard for the company- we use a database to help us refer customers to the appropriate department
• Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives
• Agents are also responsible for triage and assistance of internal customer requests. Identify if a customer need can be met or will it require a case transfer to Tier 2.
Top responsibilities
Answer incoming calls and respond to customers emails
Route calls to appropriate resources
Document all call information according to standard operating procedures
Entering accurate ordering information into a company system.
Comfortable working in fast-paced environments
Strong time management and organizational skills
Proficiency in Microsoft Office Products (Excel, Word)
Familiarity with SAP and Call Center, and Sales Force a plus
Requirements
At least 1 to 3 years of experience required.
Ability to analyze unlike information and draw conclusions/recommendations
Strong verbal, written and inter-personal communication skills
Proficiency in MS Office tools
High degree of self-motivation to address and improve business needs.
Sense of urgency, self-initiative, commitment, and sense of ownership is a must.
Superior follow-up and follow-through skills
Highly organized and flexible with the ability to prioritize their individual time while balancing customer’s demands and requirements to meet company objectives and goals.
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Top responsibilities
Answer incoming calls and respond to customers emails
Route calls to appropriate resources
Document all call information according to standard operating procedures
Entering accurate ordering information into a company system.
Comfortable working in fast-paced environments
Strong time management and organizational skills
Proficiency in Microsoft Office Products (Excel, Word)
Familiarity with SAP and Call Center, and Sales Force a plus
Requirements
At least 1 to 3 years of experience required.
Ability to analyze unlike information and draw conclusions/recommendations
Strong verbal, written and inter-personal communication skills
Proficiency in MS Office tools
High degree of self-motivation to address and improve business needs.
Sense of urgency, self-initiative, commitment, and sense of ownership is a must.
Superior follow-up and follow-through skills
Highly organized and flexible with the ability to prioritize their individual time while balancing customer’s demands and requirements to meet company objectives and goals.
#J-18808-Ljbffr