Customer Service Representative

AWC, Inc.; Deer Park (TX); Sur place; USD 35 000 - 52 000; Plein temps

Avantages offerts par ce poste

ESOP

401(K) Match

Competitive Pay

Medical Insurance

Dental Insurance

Vision Insurance

Employer Paid Life Insurance

Paid Time Off

Holiday Pay

Career Development Opportunities

Résumé du poste

AWC, Inc. is seeking energetic Customer Service specialists in the United States, Texas, Deer Park, to be the first point of contact for new customers.

You will respond to inquiries via chat, email, and phone, log interactions, and route issues to the appropriate teams to ensure an excellent customer experience. Responsibilities include handling quotes and orders, checking stock and pricing, and supporting customers with login and technical questions.

Qualifications

• Experience handling inbound customer requests and routing to appropriate teams.
• Strong written and verbal communication skills.
• Ability to manage multiple tasks while meeting SLA targets.

Responsabilités

• Monitor chat, email, and web forms; respond promptly to inquiries.
• Answer customer phone calls and log interactions in the Service Concierge system.
• Resolve issues or route to the right internal resource for resolution.
• Adhere to SLA targets for response and resolution times.
• Collaborate with team to pilot new processes to improve service.

Connaissances

Microsoft Office

Communication

Multitasking

Customer service

Teamwork

Decision making

Relationship building

Outils

HubSpot

Ticketing systems

Description du poste

We are seeking individuals with high energy, a commitment to serve customers well, and the desire to contribute to a winning team. As a member of our Customer Service team, you will frequently be the first point of contact that new customers ever have with AWC. Your role will center around quickly resolving inbound customer requests or, if you can’t resolve the request yourself, seamlessly routing it to another internal resource so that the customer experiences an excellent result.

How you’ll make an impact:

• Monitor our chat, email, and web form fill inbox and respond to all customer questions and requests in a timely way. Typical customer requests include:
  • Requesting a quote
  • Placing an order
  • Checking current stocking levels and pricing
  • Confirming support of specific technical partners
  • Requiring help with their login credentials
  • Checking the status of an order
  • Technical support questions
• Answer customer phone calls
• Log customer interactions in our Service Concierge system and either resolve them yourself or route the interaction record to the individual or team who can help the customer
• Adhere to our customer Service Level Agreements (SLA’s) around time to respond and time to resolve
• Working with your team leadership, assist in piloting new processes to continuously improve the ways that we serve our customer base and our AWC colleagues

Skills you’ll need:

• Proficiency in the Microsoft suite, including Outlook, Teams, Word, Excel, etc
• Ability to juggle multiple priorities and tasks while delivering strong results
• Strong professional communication skills, both written and verbal
• The ability to think on your feet and make good decisions that you can clearly explain
• Strong work ethic and ownership mentality
• Passion for teamwork and a positive attitude
• Curious to learn more and improve the way that we do things
• Values relationships amongst team and customers

Here’s what will set you apart:

• Prior experience working directly with enterprise customers
• Prior experience using ticketing systems
• Prior experience using Hubspot or another CRM

The Rewards:

• Employee Stock Ownership Plan (ESOP)
• 401(K) Match
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay
• Career Development Opportunities

About AWC

As employee co-owners, we’re driven to do more than complete tasks; we build fulfilling careers by challenging assumptions and continually raising the bar. We embrace creative, innovative approaches to deepen our expertise and deliver real value to our customers.

We partner strategically with many of the world’s most recognized technology brands to help engineering, reliability, and maintenance teams solve complex problems. As experts in our partners’ technologies, we’re equipped to properly size, select, configure, and support the right solutions. Our goal is simple: combine caring, knowledgeable people with innovative technologies to help our customers succeed.

How We Win Together

We are committed to solving customer problems and welcome team members that want to be the trusted resource to those looking for a partner who out-knows, out-cares, and out-serves everyone else. Every day, we strive to deliver on our mission to empower people to make the greatest positive impact for the communities and families we serve together. Our Winning Together culture starts with a shared commitment to building an environment of inclusiveness, trust, and mutual respect. We know that when people like you are safe to pursue your passions, to learn, to serve, and to share in the rewards from our combined efforts, then we are winning together.

#ZR

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.