Customer Service Representative III

Scope/Responsibilities:


* A strong passion for customers.


* Excellent interpersonal and communication skills.


* Assist our consumers by providing product programming/setup/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.


* Access and assist with continual update of internal knowledgebase.


* Offer ideas for product improvements based on interactions and customer feedback.


* Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.


* Complete, investigate and respond to customer order/billing inquiries.


* Take, investigate, de-escalate, and solve customer complaints.


* Understand competitor product for our Universal devices.


* Refer customers to local dealers for extra support when needed.


* Respond to e-mail/chat communication from leadership/customers.


* Must be able to work independently, as well as within a team.

Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.


* Meet and support department goals and objectives.


* Assist management as needed/other duties assigned.


* Trained on Aladdin and Bench Sentry basics to provide customer support.


* Provide feedback reports to leadership on other team members for coaching/refreshers.


* Be educated on products no longer manufactured/with obsolete parts.


* Understand motor/rail/unit details to determine replacements of such.


* Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.


* Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.


* Educated on Bench Sentry products to offer tr...