Customer Service & Tech Support Specialist

MetalForming Inc.; Peachtree City (GA); Híbrido; USD 42.000 - 54.000; Jornada completa

Descripción de la vacante

MetalForming LLC is seeking a Customer Service Representative to handle inquiries, create service cases, process orders, and support field technicians. You will manage CRM records, verify account details, and assist with payments and exchanges in a fast-paced office environment.

The role requires a high school diploma and at least 3 years of customer support experience, with strong phone handling skills and CRM familiarity.

Formación

• High school diploma or equivalent.
• 3 years’ customer support experience.
• Strong phone contact handling skills and active listening.
• Familiar with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.

Responsabilidades

• Receive initial customer correspondence regarding tech support or field service.
• Create service case and work order and assign to relevant technician on CRM.
• Open and maintain customer accounts by recording account information on CRM.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Prepare service reports by collecting and analyzing the issues and take actions.
• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Keep records of customer interactions, process customer accounts and file documents on CRM
• Go the extra mile to engage customers
• Use telephones to reach out to customers and verify account information
• Assist with placement of orders, refunds, or exchanges
• Take payment information and other pertinent information such as addresses and phone numbers
• Answer questions about warranties or terms of sale
• Inform customer of deals and promotions
• Assist the Assistant Service manager in scheduling technicians and collect relevant information
• Create service jobs on the ERP system
• Close out or open call records or escalat through CRM
• Manage open Cases and Work Orders for Technical Support
• Other tasks as assigned

Conocimientos

CRM systems

Active listening

Phone communication

Customer service

Educación

High school diploma or equivalent

Descripción del empleo

MetalForming LLC is seeking a Customer Service Representative to handle inquiries, create service cases, process orders, and support field technicians. You will manage CRM records, verify account details, and assist with payments and exchanges in a fast-paced office environment.

The role requires a high school diploma and at least 3 years of customer support experience, with strong phone handling skills and CRM familiarity.