ServicePower

Compensation

Full Description

LOOKING FOR TWO REPS: One to be based in Orlando, FL One to be able to work: 7:00 am - 4:00 pm PST Position Summary This position reports to the Customer Service Supervisor/Manager To provide courteous, efficient and technical-based customer service to all clients and their customers. To represent ServicePower to the best of their ability, in accordance with our line of products and services. Essential Functions-Daily • Answer technical and/or customer service phone calls daily in whatever queue is assigned to them to assist product end-users and servicers • Handle tickets (JIRA) and address/manage their statuses for proper customer follow up • Perform assigned project work that requires day to day follow up e.g. parts management, RA process • Perform assigned dispatch duties as assigned, including the related dispatch management • Provide technical support, troubleshooting, pre-sales questions and placing part orders as assigned to product end-users, servicers and internal staff as needed. Essential Functions-Periodic • Attend staff meetings on a weekly basis • Participate in ongoing interdepartmental training • Provide technical assistance for escalated dispatch issues • Perform project work as assigned • Attend periodic manufacturer product training for new and existing products Position Requirements • Years of experience: 3 year minimum experience in Customer Service, or 2 year CS and 1 year Product Support, in a Call Center environment: Major Appliance (MA) or Consumer Electronics (CE) experience a plus. • Education and/or certifications required: High school diploma; college courses a plus; appliance technical training certificates preferred • Technical skills: PC skills including but not limited to MS Office Suite; web-based applications, ACD phone system, e-mail based helpdesk ticketing system, general technical and mechanical understanding. • General knowledge of: Customer Service and Technical Support, Warranty Claims Processing and Dispatch Services in the Field Service Industry preferred • Supervisory responsibilities: none • Success factors: Excellent Verbal and Written skills, Multi-Tasking, Interpersonal skills, Attention to detail and follow-up, Ambitious and a Self-Starter, Technical problem solving skills • Travel: 5%