What are the responsibilities and job description for the CSR - Customer Service Representative position at Schoolhouse IT, Inc.?
Job Title: Lead Customer Service Representative
Location: Base of Operations: Great Falls MT -
Mostly Remote Work - Occasional Travel in and About Montana Required
Job Type: Full-Time Monday through Friday 8am-5pm : 1hr lunch
About Us: Schoolhouse IT is a managed service provider working with small businesses and schools across the state of Montana. Our travel takes us to different regions of the state, working on-site with our partners to resolve technical work tickets and complete projects, including physical networking installs, camera and door installations. Our team assists staff with technical support for workstations, tablets, and other classroom and business-specific technologies. Support includes specification, installation, and testing of systems and peripherals within established standards and guidelines.
Job Summary: The Lead Customer Service Representative will assist the Operations Manager in managing daily customer service responsibilities. This individual will be primarily responsible for ensuring efficient call handling, resolving customer inquiries, and appropriately directing or escalating calls to technical staff as needed. This role requires strong interpersonal skills, excellent communication abilities, and the capability to troubleshoot basic IT Help Desk issues.
Key Responsibilities:
- Handle or escalate customer inquiries, complaints, or technical issues, ensuring timely and effective resolution.
- Manage call queues and ensure efficient call handling to meet performance targets.
- Troubleshoot and resolve basic IT help desk issues, including password resets, software installations, and connectivity problems.
- Compile, monitor, and analyze customer service metrics to identify areas for improvement and drive customer service initiatives, including seeking customer feedback, scheduling high-level customer visits, and reporting on overall customer satisfaction.
- Recommend and help implement customer service policies and procedures to enhance service quality.
- Collaborate with other departments to address customer needs and improve overall service delivery.
- Maintain up-to-date knowledge of company products, services, and IT systems.
- Prepare and present regular reports on team performance and customer feedback.
Qualifications:
- Proven experience in a customer service leadership role, preferably in a call center or technical IT environment.
- Strong call handling skills and the ability to manage high call volumes.
- Basic IT troubleshooting skills, with experience in resolving common technical issues.
- Excellent communication and interpersonal skills.
- Ability to work well under pressure and handle challenging situations with professionalism.
- Strong organizational and time management skills.
- Proficiency in using Microsoft 365, customer service software, and IT help desk tools.
- A positive attitude and a commitment to providing exceptional customer service.
Education:
- High school diploma or equivalent required.
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Benefits:
- Health insurance
- Paid time off
Shift:
- 8 hour shift
Work Location: In person
Salary : $18 - $22
