Customer Service Representative

Customer Service Representative

Respond to all incoming requests expediently and accurately, open / debrief work orders, order and expedite parts, maintain installed-base data, monitor and escalate pending requests and perform other related duties in ASSIST.

This is a remote position in the USA. This associate will be covering Third Shift.

Answer external customer calls and emails expediently and dispatch their requests professionally and appropriately.

Open, close, monitor and escalate if necessary all requests received individually and by the Department.

Daily update of engineers' status and availability.

Order and expedite parts as requested.

Review individual open work orders with engineers and cancel unwanted calls.

Perform satisfactorily to department productivity standards (e.g., average time per call, # of transactions done per hour, average speed of answer, % of time available for calls, etc.).

Provide initial problem resolution to customers and escalate to next level of support when required.

Some contact required with immediate management presenting information or recommendations.

Workload is determined by incoming requests received via phone, email, fax, voicemail or other means.

Perform other duties as assigned when request volume is low.

Must be able to work independently with little supervision on specific shifts including managing and prioritizing incoming requests and collateral work.

Work on diversified tasks that involve a range of complex but standardized procedures. Semi-routine duties may involve solving frequent problems within standards or procedures.

Position duties involve providing information and making some recommendations within prescribed guidelines.

Matters outside of standard operating procedures must be referred to Sr. Customer Service Representative, Installed Base Specialist, Team Lead or ASSIST Manager.

Perform special projects and other duties as assigned.

Able to work overtime and alternate shifts as needed.

Excellent listening and verbal communication skills.

Good written communication skills.

Ability to handle fast paced environment.

Technical background a plus.

Ability to develop and maintain effective internal and external working relationships.

3 years General office experience.

2 years telephone customer service help desk experience.

Pay Information : Min $44,300 to Max $71,300