Customer Service Support Representative

Sharp Electronics Corporation (US); Kingsport (TN); On-site; USD 41,000 - 45,000; Full time

Benefits offered by this job

Healthcare plans

401k plan

Employee assistance program

Wellness program

Training & mentorship

Voluntary insurance

Job summary

Sharp Electronics Corporation (SBS) is seeking a Customer Service Support Representative to provide comprehensive customer service and handle a variety of inquiries, including billing and order status, while leveraging ERP tools.

The role requires strong Microsoft Office skills, excellent verbal and written communication, and 2–5 years of call center experience. Local candidates in Kingsport, TN with a high school diploma are preferred.

Qualifications

• 2-5 years of experience in a customer service environment; call center support experience preferred.
• Strong working knowledge of Microsoft Office products (Word, Excel, PowerPoint, and Outlook).
• Excellent verbal and written communication skills.
• Excellent customer service skills with a customer-focused attitude.

Responsibilities

• Process supply orders and service call issues accurately and timely.
• Support SBS customers with product-related questions and concerns.
• Handle billing, order status, and customer inquiries.
• Route calls by identifying the issue and directing to the appropriate party.

Skills

Microsoft Office

Verbal communication

Written communication

Customer service

Call center experience

ERP system knowledge

Education

High School Diploma

Tools

ERP system

Job description

The Customer Service Support Representative (CSSR) will be able to perform all the duties of an Associate CSSR, while in addition providing customer support for a wide variety of customer related issues; to include assistance with service and supply billing questions and demonstrating a comprehensive knowledge of customer service and other assorted customer inquiries to achieve total customer satisfaction.

Responsibilities

• Responsible for the timely and accurate processing of supply orders and service call issues over the phone and through email communications.
• Supports SBS customers with product-related questions and concerns.
• Responsible for customer service support issues including billing, order status and customer inquiries.
• Applies general query skills to determine reason for call to route the problem to the appropriate party.
• Learns intermediate knowledge of the current ERP system for processing phone and email requests.
• Daily interaction with various industry specific software.
• Applies thorough details and pertinent call information to the field teams to ensure complete customer satisfaction.
• Logs and returns all voice message calls daily; documenting all required. information into database and owning the call to ensure thoroughness and timely resolution to reach customer satisfaction.
• Works closely with all departments within the operations department and levels of management escalating problems and concerns when necessary.
• Performs general customer service-related work in support of organizational goals and objectives and tactical operations.
• Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, be able to identify sales opportunities and generate sales leads with customers to increase sales and marketing potential within the branch.
• Other duties as assigned.

Position Requirements

• High School Diploma or equivalent required.
• 2-5 years of experience in a customer service environment; call center support experience preferred.
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook).
• Exceptional verbal (especially telephonic) and written communication skills.
• Excellent customer service skills including a customer focused attitude.
• Excellent reading comprehension and mathematical skills
• Excellent organizational skills: effective time management skills which must include attention to detail.
• Possess the ability to be self-starting and understand the need for achievement of tasks in pursuit of goal satisfaction.
• Ability to prioritize job responsibilities in a dynamic fast paced environment.

AboutSharp Business Systems

Sharp Business Systems (SBS) is a direct sales division of Sharp Electronics Corporation, the U.S. based subsidiary of Japan's Sharp Corporation. With the strategic solutions set that make up the Simply Smarter Office, Sharp Electronics is viewed as a leading provider of innovative technologies and services ranging from its highly acclaimed AQUOS interactive display panels and portfolio of multifunctional printers, to a proven suite of advanced workflow and managed IT services.

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

#SBS

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement

$40,800 - $45,000 USD

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered. Local candidates only, please.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Sharp Electronics’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.