What are the responsibilities and job description for the Customer Service Representative position at Pittbos?
Job Overview
As a Customer Service Representative, you will be the key point of contact for our customers, delivering outstanding support to ensure customer satisfaction and engagement. You will develop and maintain a high degree of product knowledge, industry expertise, and interpersonal abilities to assist users with inquiries, troubleshoot technical issues, and provide guidance on how to maximize the value of our products. You will have the opportunity to thrive in a team environment, collaborating with internal sales and software development teams to conduct product trainings and address customer service requests.
Responsibilities
1) Customer Training and Product Mastery
- Maintain a mastery of all Pittbos products. Monitor internal product changes and broader industry developments to stay current on customer needs and expectations.
- Schedule and lead onboarding training sessions for new customers
- Monitor and track the onboarding process. Maintain open dialogue with customers, ensuring customer engagement and satisfaction.
2) Customer Support
- Field inbound service requests from customers through phone, email or customer service software.
- Timely response to customers confirming receipt of their requests. Provide on-going progress reports and updates.
- Relay customer support tickets to the development team with detailed descriptions of the service issues.
- Address customer inquiries and training requirements in real-time.
- Build strong relationships with customers
Minimum Requirements:
- Bachelor’s degree or higher in a relevant field, business preferred
- 5 years of software as a service (SaaS) customer support experience
- Willingness to attend trade shows as a representative of Pittbos
Preferred Attributes:
- Asphalt industry experience
- Organized and strong computer skills
- A passion for software technology
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Health insurance
- Paid time off
Shift:
- Day shift
Education:
- Bachelor's (Required)
Experience:
- Customer support: 3 years (Required)
- SaaS Sales or Customer Support: 1 year (Preferred)
- Asphalt Industry: 1 year (Preferred)
Ability to Commute:
- Burlington, MA 01803 (Required)
Willingness to travel:
- 25% (Preferred)
Work Location: In person
Salary : $50,000 - $65,000
