Respond to customer inquiries. Customers reach out to customer service teamswhen they have questions about products or services. Staff may interact with customers across several channels, including phone, email and TEAMs. Customer service managers must ensure that responses are accurate and provided in a timely manner, regardless of the channel.
Support and provide improvement to Customer Service procedures. Processes and procedures are an essential part of providing our customers with the support they require. They have timely and accurate implementation of solutions with professional engagement with our customers.
Focus on customer satisfaction. This means addressing customer “pain points,” and being able to improve the customer satisfaction by responding to customer’s challenges are the essential elements of this role. Higher satisfaction can lead to larger spend, higher customer retention and favorable referrals. While customers may not always get the response they want, the Customer Service and Technical Support Representative must ensure the message is delivered in an effective manner. And if possible, alternative options should be provided to the customer.
Team Member. It is critical that this role leads and works well with other functional teams and leaders in multiple locations.
Customer Champion. This role requires that you are the “Voice of our Customer”, and that informative and creative solutions are presented at the appropriate levels of the organization. Recommendations are provided and actions are taken in a timely manner.
Peer to Peer Training. Training is essential for new hires and current employees. Training activities for new and veteran Customer Service Reps may include classroom lectures, role playing and interactive videos. Ongoing training is just as important as training at the time of hire, as it provides employees with the opportunity to learn new skills, techniques and methods to grow.
Accountability. There are many Customer Service metrics that could be monitored and reported on. The key is to determine which metrics are the most important to the organization and create your specific goals and objectives to support the organization. Progress toward those goals are reported at the individual, team and department levels on a regular basis.
Continue to learn. The practices and tools that support a customer service organization are constantly evolving. All employees should constantly read articles, participate in webinars and attend training sessions to stay up to date on technology changes and practices.
Professionalism. This role plays a critical part in how our Brand is perceived. The utmost professionalism is expected in all communications and interactions.
Skills / Experience / Education Requirements:
Previous related work experience. 5+ Years experience in related roles. The Customer Service and Technical Support Representatives interact with our customers. This is not an entry-level role, so previous experience providing support and expertise with customers and departments is essential.
Strong communication skills. Successful applicants can communicate with team members across a variety of media. Representatives must be able to share and receive information, requiring strong verbal and written communication skills. Communications can be both formal and informal, and the Representative must be able to adjust communications for their target audience.
Strong interpersonal skills. The Customer Service and Technical Support Representative must be able to work with people with different needs. They must also create an environment and reward system that will motivate all employees to perform at their peak.
Proficiency in using software. Much of the software used in customer service organizations helps provide structure, organization and communication with staff. The Customer Service and Technical Support Representative must have a minimal competency level and be comfortable using tools such as HubSpot, excel, email and TEAMs.
Education – AS, BA or BS degree preferred or equivalent experience.
Experience in vending or similar industries (Industrial) is a plus.
Experience using HubSpot CRM, SAP, NetSuite, EPICOR or other ERP systems is desired.
Job Type: Full-time
8 hour shift
Monday to Friday
Supplemental pay types:
Ability to commute/relocate:
Freeport, IL 61032: Reliably commute or planning to relocate before starting work (Required)
Customer service: 1 year (Preferred)
Work Location: In person
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