The Product Support Customer Service Representative (PSCSR) is chiefly responsible for providing support and issues resolution over the phone for customers and field representatives.
The PSCSR will assume ownership of support cases assigned by a Product Support Manager and will follow through until the case has been closed or reassigned. If a question cannot be immediately answered, the PSCSR will be expected to use available material resources and/or consult with product experts to advance the resolution of the issue in a timely manner
Essential Functions And Responsibilities
Confer with customers by phone or email to obtain information about products or shipping issues, documents and enters details of complaint or issue and resolution in CX CRM and RMA database
Research product issues by consulting specifications, historical records, product inspection, assembly instructions, Product Development resources and lighting installation
Enter data for customer interactions or transactions, recording details of inquiries, complaints, or comments including documenting actions taken for resolution
While considering the value of the customer relationship make decisions and negotiate settlement of the incident within assigned authority
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
Complete product service request call orders, enter replacement sales orders and/or issue call tags via FedEx
Recommend improvements for products, packaging, shipping, service, and/or billing methods and procedures to prevent future issues
Interact with all departments and outside Representatives as needed
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
Create and resolve tickets related to product specifications or issues
24 hour acknowledgement and/or resolution to customer inquiries
72 hours or less resolution to RMA (Return Authorization issues)
Responsibilities described above are approximately 90% of the time allocation. In addition, the PSCSR may be requested to engage in classroom training or on-site support, or to participate in events such as product launches, market events, and/or set up retail stores at the request of the Product Support Manager
Qualifications
High school diploma, GED, one year certificate from college or technical school, Associate's degree or six months to one year related experience and/or training: or equivalent combination of education and experience
Advanced product knowledge and problem solving skills are required for this position
Ability to apply concepts of basic algebra and geometry
Microsoft Office, SAP and Oracle CX CRM software required
Work Environment and Physical Demands
The Product Support role operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, and photocopiers. The employee is regularly required to sit; use hands to finger, handle, or feel; talk or hear. This position requires the ability to occasionally lift and/or exert force, up to 25 pounds. The noise level in the work environment is generally quiet to moderate. The visual acuity requirements includes close vision and color vision
While performing the duties of this job, the employee is not exposed to weather conditions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Position Type/Expected Hours of Work
This is a full-time position; days and hours of work are Monday through Friday, 8am to 5pm, with some overtime anticipated
Travel requirements do not exist for this position
There are no supervisory responsibilities associated with this role
Equal Employment Opportunity
Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information or any other legally protected status