Customer Support Agent - Orlando, FL

Customer Support Agent - Orlando, FL

***To be successful in this position requires proper phone skills of a traditional customer service role but also it is helpful to have mechanical aptitude.***

POSITION SUMMARY

Act as the primary point of contact for customers and dealers having questions or concerns with installation, service or of an administrative nature.

ESSENTIAL FUNCTIONS

• Resolve customer concerns 
• Provide technical assistance 
• Escalate advanced-level technical requests and customer complaints.
• Completes incident reports 
• Contacts assigned clients 24 hours in advance to confirm service appointments
• Cluster annual inspections daily, ensure all field personnel have a minimum of three jobs daily.
• Assist customers with parts ordering and service call scheduling.
• Document client contact and outcome in client database. 
• Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
• Identify and escalate recurrent breakdown and services.
• Process RMA’s
• Respond to voicemail’s and tech support team email requests.
• Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.   

SKILLS

• Must have basic working knowledge of Microsoft Windows and have proficient typing skills.
• Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
• Customer-centric mentality.

• Product knowledge and methodological troubleshooting.

ATTRIBUTES

• Telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times.
• Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Excellent verbal and written communication skills.
• Works with the team; contributes to positive team environment
• Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
• Works with integrity and ethically; supports organization’s culture, goals, and values.
• Adheres to work schedule.

• Ability to apply analytical thinking 

EDUCATION / EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school; or two to four years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS

Must occasionally lift and/or move up to 10 pounds.

Regularly required to sit, talk, or listen; occasionally required to stand.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate.

 NOTE: This job description is not intended to be all-inclusive.