Customer Engagement Representative
Fisher's Technology, Garden City, ID, United States
Position Summary
Fisher’s is seeking a qualified individual to work as part of our Fisher's Contact Center (FCC) as a Customer Engagement Representative. This position is responsible for managing the phone queues, customer email inbox, and technician queues while offering exceptional customer service. This team member will work closely with other members of the FCC, Imaging and IT Service professionals, and our customers. Our ideal candidate has strong attention to detail and is customer service oriented.
Roles & Responsibilities
Manage phone queue and email inboxes while providing exceptional customer service.
Manage technician queues, call volumes, and response times.
Understand how customers need to utilize their office technology and familiarize yourself with the various solutions Fisher’s provides.
Perform basic fact findings to determine urgency of issue, if problem is hardware, software or network related and create the service ticket accordingly.
Work with the Accounting Team to help review and maintain service billing.
Partner with Operations Team to place and route customer supply orders.
Act as a resource for other Fisher’s teams, routing inquiries, communications, and requests as needed.
Offer the highest standard of customer service possible and ensure extremely happy customers while being effortless to work with.
Requirements
Minimum 2+ years of experience in a customer service role.
Be familiar with Microsoft office suites (Outlook, Teams, & Word). Additional training will be provided as necessary.
Must be able to manage multiple tasks simultaneously.
Strong written and verbal communication skills.
Maintain collaborative, cooperative, and effective working relationships with others.
Be friendly and engaging when communicating with customers and fellow team members.
Benefits
Medical, Dental, & Vision Insurance
Life Insurance
Additional Voluntary Life Insurance
Paid Time Off
Paid Holidays & Extra Floating Holiday
401(k) & 401(k) Matching
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Hospital Indemnity
Short & Long Term Disability Insurance
Accident & Critical Illness Insurance
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Roles & Responsibilities
Manage phone queue and email inboxes while providing exceptional customer service.
Manage technician queues, call volumes, and response times.
Understand how customers need to utilize their office technology and familiarize yourself with the various solutions Fisher’s provides.
Perform basic fact findings to determine urgency of issue, if problem is hardware, software or network related and create the service ticket accordingly.
Work with the Accounting Team to help review and maintain service billing.
Partner with Operations Team to place and route customer supply orders.
Act as a resource for other Fisher’s teams, routing inquiries, communications, and requests as needed.
Offer the highest standard of customer service possible and ensure extremely happy customers while being effortless to work with.
Requirements
Minimum 2+ years of experience in a customer service role.
Be familiar with Microsoft office suites (Outlook, Teams, & Word). Additional training will be provided as necessary.
Must be able to manage multiple tasks simultaneously.
Strong written and verbal communication skills.
Maintain collaborative, cooperative, and effective working relationships with others.
Be friendly and engaging when communicating with customers and fellow team members.
Benefits
Medical, Dental, & Vision Insurance
Life Insurance
Additional Voluntary Life Insurance
Paid Time Off
Paid Holidays & Extra Floating Holiday
401(k) & 401(k) Matching
Employee Assistance Program
Flexible Spending Account
Health Savings Account
Hospital Indemnity
Short & Long Term Disability Insurance
Accident & Critical Illness Insurance
#J-18808-Ljbffr