What are the responsibilities and job description for the Customer Support Representative position at Wren Associates?
3Si, CovertTrack, Wren Solutions and Edge 360 are four leading organizations in the security industry, who have joined forces with the mission to help create a #SaferWorld. Retailers, Financial Institutions, and Law Enforcement agencies look to us for solutions to offset the threat of high-value or volume asset theft, the victimization of repeat crimes, and the safety of employees, customers, and the overall community at large.
Leveraging over 90 years of combined safety and security expertise, we offer an unparalleled suite of services and technologies encompassing deterrence, detection, and live asset tracking, resulting in apprehensions and convictions. This offering is backed by innovation and design-build capabilities for seamless integration.
Our unique solutions and trusted partnerships are embraced by over 10,200 law enforcement agencies, delivering crime intelligence directly to ?rst responders and investigators for swift results to arrest and stop crime. By assisting police in apprehending and convicting dangerous offenders and taking them off the street, we help the community move towards becoming a #SaferWorld.
The Customer Support Representative has a vital role, serving as the primary point of contact for our customers. This position is responsible for addressing customer inquiries, resolving issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess excellent communication skills, a customer-focused approach, the ability to work effectively in a fast-paced environment, and a dynamic team player who readily takes ownership of tasks.
Requirements:1. Process customer orders and tracking requests with a high level of accuracy and in a timely manner.
2. Manage a large volume of inbound and outbound emails.
3. Extensive data input, analysis and monitoring on computer.
4. Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
5. Resolve customer issues by investigating problems, developing solutions, and making recommendations to management.
6. Maintain a high level of product knowledge to assist customers effectively.
7. Record customer interactions, transactions, and feedback in the customer database.
8. Collaborate with team members and other departments to ensure customer needs are met and service is optimized.
9. Identify and escalate priority issues to supervisors as needed.
10. Follow communication procedures, guidelines, and policies.
11. Contribute to team efforts by accomplishing related results as needed.
Knowledge, Skills, and Abilities
1. Ability to accurately input data in a timely manner.
2. Strong phone contact handling skills and active listening.
3. Ability to work in a sedentary manner at a computer for extended periods of time with repetitive motion.
4. Familiarity with CRM systems and practices.
5. Customer orientation and ability to adapt/respond to different types of characters.
6. Excellent communication and presentation skills.
7. Ability to multi-task, prioritize, and manage time effectively.
Qualifications
1. High school diploma or equivalent; college degree preferred.
2. Higher education or certifications in customer service, communication, or related fields preferred.
3. Proven customer support experience or experience as a client service representative.
Additional Comments
1. Position will be based in Jefferson City, MO
2. Standard business hours for this role are 8 AM to 5 PM