Customer Support Representative

Basic Function: The Customer Support Representative is responsible for nurturing customer relationships through professional and positive problem-solving, communication, and efficient support case management.

Activities & Responsibilities:

• Provide ongoing customer support and problem resolution for ABI product owners and users.
• Build and maintain healthy emotional relationships with customers in an effort to encourage future engagement and sales.
• Leverage oral and written communication skills both internally and externally.
• Quickly and efficiently process product orders and resolve parts order cases.
• Maintain best customer support practices to all customers by utilizing excellent, in-depth knowledge of company products and programs.
• Follow up with Customers post-delivery to ensure satisfaction and coordinate communication with more senior-level Customer Support team members when necessary.
• Respond to incoming phone calls for support during normal work hours and assigned after-hours shifts to manage any customer support issues.
• Accurately and timely document all customer interaction, ensuring that customer files are up to date and with pertinent information.
• Assist with completion of warranty claims, no charge product request, request to ship, and product return forms to ensure compliance with company policies.

• Provide support to all ABI staff regarding product questions, orders, modifications, and applications.
• Projects and other duties as assigned.
• Answer & Route Phone Calls:

• Professionally and enthusiastically answer phone calls and route them appropriately throughout the business, serving as an integral intermediary between the public and the ABI team.
• Answer multiple incoming calls almost simultaneously. 
• Create cases for the Customer Support Team.
• Utilize ABI’s CRM (business software) to discern the caller’s context and document all pertinent activity.
• Identify and properly escalate priority issues while seeking to reassure and emotionally deescalate customers.
• Act as a gatekeeper, providing a kind and professional filter to streamline or divert calls in a manner consistent with ABI brand story and core values.
• Emotionally engage, empathize with, and serve callers, assisting with their needs even if not ABI related.

• Manage Company Mailings

• Process catalog requests.
• Ensure catalogs and mailings are properly labeled, posted, and routed correctly. 
• Manage company postage machine and supplies

• Create & Maintain Customer Records in Database:
  • Create new and update existing customer records with accurate contact and request follow-up details, in accordance with ABI’s rotation assignment policy. This “lead entry” function serves as a backup role to the primary lead entry staff member and enters marketing lists data as it becomes available.

Skills & Qualifications

• Mechanical skill set and/or outdoor equipment knowledge
• Excellent oral and written communication skills required
• Affinity for and/or experience with outdoor work industries
• Must have unwavering integrity and positivity
• Must be emotionally intelligent, a humble contributor to group goals and company needs
• Must be a self-motivated and driven learner with a desire to grow and be developed
• Must be willing to participate in ongoing education
• Must be proficient utilizing computers, mobile devices, and core office applications
• Advanced ability to manage multiple tasks and projects
• Developed ability to identify, analyze, and resolve problems

Education & Experience:

• GED, Diploma, Degree or Equivalent
• Minimum of 2 years of experience in a direct customer support capacity

Physical Requirements:

• Must be willing to work in-house
• Must have the ability to safely lift 40 pounds
• Must have the ability to stand, sit, and/or see a screen for a full work shift
• Ability to talk or hear to communicate with others via phone, in-person, and/or computer 
• Ability to listen to customers/vendors/colleagues, problem solve, and respond accordingly
• Must be legally authorized to work in the United States
• Ability to read, write and speak English fluently

Environmental Conditions & Travel:

• The employee is exposed to manufacturing and warehouse environments with moderate to loud noise as well as office environments with moderate noise.
• The employee is required to wear suitable Personal Protective Equipment while working in the warehouse or manufacturing environments.
• Travel: Less than 5%.