Customer Service Representative II

Overhead Door Corporation; Lewisville (TX); On-site; USD 38,000 - 54,000; Full time

Job summary

Overhead Door Corporation in Lewisville, TX seeks a tech support specialist to troubleshoot residential and commercial product issues via phone and chat. You will guide customers, identify needs, and route to the proper department to ensure satisfaction.

The role requires 1-2 years in a technical call center and strong problem-solving and communication skills. Training will cover our universal devices and warranty policies.

Qualifications

• Must have working knowledge of wireless networks.
• Mobile computing including Android and iOS devices.
• Location-sensing systems.
• Wireless technologies such as Bluetooth, RF tags and WiFi.
• Routing protocols for wireless networks.
• Monitoring wireless networks.
• 1-2 years customer service in a technical call center.
• Excellent telephone communication and problem-solving skills.
• Schedule flexibility and ability to work independently.

Responsibilities

• Provide product troubleshooting assistance via telephone and chat.
• Assist consumers by routing to appropriate support areas.
• Educate customers on cost-effective and correct use of products.
• De-escalate irate customers and resolve issues.
• Maintain records of customer issues to improve product quality.
• Refer customers to local dealers when needed.
• Respond to emails/chats from leadership and customers.
• Be able to work in a team or independently.

Skills

Wireless networks

Mobile devices

Location sensing

Wireless tech

Routing protocols

Network monitoring

Customer service

Telephone communication

Problem solving

Schedule flexibility

Job description

Responsibilities

• 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.
• 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.
• Provide feedback reports to leadership on other team members for coaching/refreshers.
• Be educated on product/units no longer manufactured/with obsolete parts.
• Understand Motor/rail/unit details to determine replacements of such.
• De-escalate and make decisions to assist customers sent from Level 1.
• Complete Level 2 Callbacks to resolve customer inquiries.
• Offer floor support for new hires.

Scope/Responsibilities

• 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.
• 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.
• Provide feedback reports to leadership on other team members for coaching/refreshers.
• Be educated on product/units no longer manufactured/with obsolete parts.
• Understand Motor/rail/unit details to determine replacements of such.
• De-escalate and make decisions to assist customers sent from Level 1.
• Complete Level 2 Callbacks to resolve customer inquiries.
• Offer floor support for new hires.

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

About Us

https://www.overheaddoor.com

The Overhead Door™ Brand is one of the most recognized and respected brands in the garage door industry. For 100 years, the Overhead Door™ Brand has stood for product quality and expertise, as well as professional service. From commercial and industrial upward-lifting doors and access systems to residential garage doors and openers, we combine quality, dependable products with reliable service to consistently give home and business owners confidence and peace of mind. Because we care about safety, we require that all of our garage doors and commercial doors be installed by professionally trained technicians. We offer specialized training on the installation of our doors through ongoing classes offered through ARCAT. When you are looking to have a garage door or commercial door installed, be sure to look for the Red Ribbon logo from the garage door company you call. If the company does not display the Red Ribbon logo on their advertising, building, trucks or uniforms, you are not dealing with an authorized distributor of Overhead Door™ products.

About The Team

The Overhead Door™ brand has pioneered the industry, inventing the first upward-acting door in 1921 and the first electronic opener in 1926. For over 100 years, the Overhead Door™ brand has stood for product quality, product expertise and professional service. Today, our nationwide network of over 450 Overhead Door™ distributors lead the way with innovative solutions and unmatched installation, service, and support.