Customer Service Representative

TECHEAD is celebrating over thirty-five years of incredible heritage, talent, and accomplishments! To learn more about TECHEAD, visit us at TECHEAD.com or on Glassdoor.

Customer Service Representative

6 Month Contract

Monday through Friday 8 am to 4:30 pm (Flexible as 4 hours are needed on Saturdays)

Onsite

Atlanta, GA

We are seeking a highly motivated and detail-oriented Customer Support Representative to assist our customers with pre-sale and post-sale inquiries, product installations, and issue resolution. The role involves responding to customer calls, emails, and web chats related to product questions and concerns. The Representative will be directly responsible for guiding customers through their queries and ensuring their needs are addressed efficiently.

Key Responsibilities:

• Customer Assistance: Provide exceptional support to customers by answering calls, emails, and web chats. Assist with product-related inquiries, basic installations, troubleshooting, and problem resolution. Aim to resolve issues in a single interaction, when possible.
• Follow-up: Ensure timely follow-up with customers to address any ongoing concerns and ensure complete satisfaction.
• Warranty and Returns: Resolve warranty issues and create Return Merchandise Authorizations (RMAs) for eligible products (1-90 days old). Ensure the fewest items are issued to resolve the problem.
• Sales Support: Capture inbound sales opportunities when appropriate and direct customers to the right solutions.
• Satisfaction Goals: Collaborate with managers to meet or exceed customer satisfaction survey targets and achieve group performance goals.
• Customer Service Excellence: Demonstrate professionalism in all interactions. Resolve customer complaints and inquiries with a positive attitude.
• Collaboration: Work closely with other departments such as Warehouse, Product Development, Purchasing, Brand Experience, Marketing, and senior management to support customer needs.

Must-Have Qualifications:

• Experience: Minimum of 6 months of experience with email correspondence and customer service in an order entry or support capacity.
• Technical Skills: Proficient in Microsoft Word, Excel, and 365 Suite. Familiarity with Teams and Outlook is a plus.
• Experience: 2 years of relevant customer service experience is preferred.
• Attention to Detail: Strong organizational skills with a keen eye for detail and the ability to manage multiple tasks in a fast-paced environment.
• Communication: Excellent written and verbal communication skills, with the ability to communicate effectively across all organizational levels.
• Problem-Solving: Strong critical thinking skills with the ability to identify and prioritize urgent issues effectively.
• Self-Management: Ability to work independently and manage time effectively while following company guidelines and best practices.

Additional Duties:

• Web Chat: Engage with customers within 10 seconds of their request and provide timely assistance.
• Policy Adherence: Ensure compliance with company policies and procedures, maintaining a professional demeanor at all times.
• Knowledge: Stay up-to-date with the Customer Relations manual and relevant systems.
• Systems Knowledge: Familiarity with Cisco Unified Intelligence Center and Calabrio programs is preferred, or a willingness to learn.
• Adaptability: Ability to adapt to changing priorities, multitask, and work in a dynamic, fast-paced environment.

TECHEAD's mission is to make our on-site associates successful by placing them in the right environment so they can grow and prosper. How we treat and respond to our clients and employees is a reflection of who we are and makes us stand out from the rest. Keeping our business focused on building and maintaining relationships with our employees and clients is the key to our success. We won't strive for anything less.

TECHEAD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

For more information on TECHEAD please visit www.techead.com.

No second parties will be accepted.