Customer Service - Call Center (Onsite Only)

Miedema Asset Management; Byron Township (MI); On-site; USD 17,000 - 22,000; Part time

Job summary

Miedema Asset Management is seeking a part-time onsite Customer Service Representative to assist customers across phone, chat, email, and text. You will handle inquiries, document actions, and coordinate with multiple departments to resolve issues promptly while maintaining a high level of service.

The role requires flexibility, Saturdays, and attendance as scheduled. Training will cover the auction site, internal software, and telephone system usage.

Qualifications

• Excellent multitasking across chat, email, phone and text channels.
• Strong customer service focus with professional written and verbal skills.
• Experience with Microsoft Office applications and internet browsers.

Responsibilities

• Handle customer service center call queues and inquiries.
• Document conversations and actions taken with customers.
• Provide support across multiple channels: phone, chat, email, text.
• Assist coworkers and departments to resolve issues promptly and thoroughly.
• Educate customers to enable self-sufficiency when possible.
• Follow up on payments, pickups, registrations, and account access as needed.

Skills

Multichannel support

Customer focus

Clear communication

Complaint handling

MS Office

Web browsers

Punctuality

Team collaboration

Overtime flexibility

Saturday availability

Tools

Microsoft Office

Outlook

Chrome/IE/Firefox/Safari

Job description

***This is an Onsite Position only***

General Information:

Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs.

Key Aspects:

• Representative for Miedema Companies.
• Assist all coworkers and managers of all departments and companies as requested.
• Contribute to our positive and organized work environment.

Skills or Abilities Required:

• Focus on a task and complete with thoroughness and detail.
• Manage multiple communications channels at once (chat, email, phone, text)
• Demonstrated passion for excellence with respect to treating and caring for customers
• Communicate clearly and professionally, both verbally and in writing
• Field complaints and unpleasant customers with respect

• Experience with Microsoft Office (Excel, Word, Outlook)
• Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings
• Punctual, organized, dependable, high availability and proven attendance
• Work well with co-workers andprovidesupport as needed
• Willingness to work a flexible schedule and occasional overtime when needed, including Saturdays as scheduled

Training will include, but not limited to:

• Use & functionality of our auction site
• Use & functionality of our internal software systems
• Telephone system functionality

• Auction site training for understanding of process of auctions
• Daily task training as applicable

Compensation & Schedule:

• This is a part time hourly position.
• Thursday – Noon – 7PM
• Friday – 830 A – 430 PM
  
• Rotating Saturdays from 9AM- Noon (currently every 5th Saturday)

• Schedule is subject to change (with notice) as needed to accommodate proper coverage

Responsibilities will include, but are not limited to:

• Customer Service: (call center)

• Active participation in customer service center call queues
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly

• Efficiently gather the reason customer needs assistance (listen)
• Educate the customer when applicable to help them be self-sufficient
• Document conversations and actions taken
• Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services.
• Maintain a balance between company policy and customer benefit in decision making.

• Connect the customer to the best source of resolution based on their needs
• Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls)
• Place outbound calls to follow up on payment and pickup of items won on auction
• Documentation of all actions with customers

• Continuously evaluate andidentifyopportunities to drive process improvements that positivelyimpactthe customer’s experience

• Assist all co-workers as requested
• Job description is subject to change as needs arise, tasks may be added or reassigned