Customer Service and Support Representative

The Customer Service & Support Representative is the first point of contact for customers, ensuring a welcoming and professional experience both in person and over the phone. This role manages front desk responsibilities, including greeting visitors, answering calls, and directing inquiries. Additionally, the representative facilitates pre- and post-sales administrative tasks, coordinates order processing, and provides after-sales warranty support. By working closely with customers, vendors, and internal teams, this position ensures seamless operations and customer satisfaction.

• Greet and assist customers, ensuring a welcoming and professional experience.
• Answer and direct incoming phone calls, emails, and chat inquiries.
• Monitor and manage customer service and sales support case/task portals to ensure timely resolutions.
• Collaborate with sales representatives to efficiently process customer orders.
• Work with the Customer Experience Manager to address and resolve escalated service issues.
• Assist customers with equipment returns and other in-store service needs.
• Ensure accurate and timely customer pickups.
• Handle cash transactions, including counts and deposits, in coordination with the Store Manager.
• Get customers started on product demonstrations for customers waiting for a sales representative.
• Perform additional duties as assigned by the Customer Experience Manager.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree (A.A.) or equivalent from a two-year college or technical school; or two to five years of relevant experience and/or training; or an equivalent combination of education and experience.
• Strong digital literacy, including proficiency with cloud-based collaboration tools, database management, and productivity software.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write clear and professional correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and team members.
• Basic mathematical skills, including addition, subtraction, multiplication, and division with whole numbers, decimals, and percentages.
• Familiarity with modern workplace communication tools (e.g., Microsoft Teams, Slack, Zoom) and ability to adapt to new software platforms.
• Ability to analyze and solve problems using critical thinking and data-driven approaches.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Troy, MI 48084: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person