Customer Engagement Representative

Fisher's Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last fifteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

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, system engineers, IT 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.

Qualifications

• 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.

Fisher’s Technology offers an extensive benefits package that includes the following:

• 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
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance