Customer Service Representative II

Qualifications



* Must have working knowledge of wireless networks


* Mobile computing including Android and iOS devices


* Location-sensing systems


* Wireless technologies e.g., Bluetooth, RF tags, and WiFi


* Routing protocols for wireless networks


* Monitoring wireless networks


* 1-2 years customer service or telephone experience/employment in a technical call center environment


* Exceptional telephone communication and problem-solving skills.


* Must be capable of handling customer complaints in a satisfactory manner


* Minimum 6 months with department


* Meet department goals for prior 3 months


* No written warnings within previous 6 months


* Not on active Performance Plan


* Schedule Flexibility

Qualifications



* Must have working knowledge of wireless networks


* Mobile computing including Android and iOS devices


* Location-sensing systems


* Wireless technologies e.g., Bluetooth, RF tags, and WiFi


* Routing protocols for wireless networks


* Monitoring wireless networks


* 1-2 years customer service or telephone experience/employment in a technical call center environment


* Exceptional telephone communication and problem-solving skills.


* Must be capable of handling customer complaints in a satisfactory manner


* Minimum 6 months with department


* Meet department goals for prior 3 months


* No written warnings within previous 6 months


* Not on active Performance Plan


* Schedule Flexibility

Scope/Responsibilities:



* A strong passion for customers.


* Excellent interpersonal and communication skills.


* Assist our consumers by providing product troubleshooting assistance via telephone and/or chat support.


* Re-route customers to other areas of support and departments based on product inquiries.


* Educate customers on cost effective and correct use of our products.


* Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.


* Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.


* Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.


* Participate in testing with internal IT support to provide feedback on internal systems.


* Respond to customer inquiries and/or complaints regarding the company's product or services.


* Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.


* De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.


* Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.


* Acc...