Customer Service Technician

Shadow Plastics Inc.; Town of Rice Lake (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Rice Lake Weighing Systems in Rice Lake, WI is seeking a Customer Service Technician to provide world-class service and technical support to customers via phone, email, and web chat. You will handle field questions, help install and troubleshoot, and enter calls in CASE for case management, coordinating with other departments as needed.

The position requires an associate degree or equivalent electronics experience, strong communication skills, and a professional, service-driven approach.

Qualifications

• Associate's Degree in a technical field or 1+ years electronics troubleshooting experience.
• 1+ years of electronic weighing equipment experience is a plus.
• 1+ years of customer service experience; experience in phone-based service setting is a plus.
• Strong interpersonal, conflict resolution and problem-solving skills.
• Must work well under pressure and maintain professionalism during demanding situations.
• Excellent organizational and communication skills.

Responsibilities

• Assist customers with product problems in the field via telephone, email, or web chat; includes installation and troubleshooting.
• Enter customer calls into CASE documentation system.
• Assist Supervisor in the accomplishment of department goals and objectives.
• Assist other departments with technical information, troubleshooting techniques, telephone support, and setting up equipment.
• Evaluate and perform customer driven requests.
• Assist the Supervisor in locating and procuring parts, tools, or other aids to improve the department’s productivity.
• Adhere to all safety rules and guidelines to ensure a safe and healthy working environment.
• May participate at meetings as the department representative.
• Participates in training programs to increase overall product or electrical knowledge.

Skills

Customer service experience

Interpersonal skills

Problem solving

Written & verbal communication

Multitasking

Self-motivated

Organizational skills

Analytical math skills

Driver's license

Education

Associate’s Degree in a Technical field

Tools

CASE documentation system

Computer & keyboarding

Job description

For 80 years Rice Lake Weighing Systems has been a successful, growth-oriented company known as a leader in the weighing industry and our community. Located in scenic northwestern Wisconsin just 90 miles from Minneapolis, RLWS offers big city careers in a small-town atmosphere. We are currently seeking aCustomer Service Technician to join our team!

At RLWS, theCustomer Service Technician will courteously and professionally represent Rice Lake Weighing Systems by identifying the customer's needs, handling that need with a total understanding of Rice Lake Weighing Systems' policy, procedure, departments and systems, and by exceeding the customer expectations in all inquiries and orders. The position will provide world class customer service and technical support to customers via telephone, email, and web chat.

Position has a flexible work week which will be scheduled anywhere between the hours of 6:30am to 6:30pm on weekdays and occasional Saturday mornings.The position will also include occasional overnight travel.

Key Responsibilities include:

• Assists customers with product problems in the field via the telephone, email, or web chat; Includes assisting with installation, de-bugging and other service-related questions.
• Enters customer calls into CASE documentation system.
• Assist Supervisor in the accomplishment of department goals and objectives.
• Assist other departments with technical information, troubleshooting techniques, telephone support, and setting up equipment.
• Evaluate and perform customer driven request.
• Assist the Supervisor in locating and procuring parts, tools, or other aids to improve the department’s productivity.
• Adhere to all safety rules and guidelines to ensure a safe and healthy working environment.
• May participate at meetings as the department representative.
• Participates in training programs to increase overall product or electrical knowledge.

Qualified Applicants will have:

• An Associate’s Degree in a Technical field (i.e. computers, electronics), or one (1) or more years of equivalent electronics troubleshooting experience.
• One (1) or more years of electronic weighing equipment experience is a plus
• One (1) or more years of customer service experience; experience in phone-based service setting is a plus.
• High level of interpersonal skills: influencing, resolving conflict, and creative problem-solving skills
• Must work well under pressure and maintain professionalism during demanding situations
• Must be self-motivated, confident, highly dependable, and have solid follow- up skills
• Excellent organizational skills and computer & keyboarding skills
• Strong math skills to calculate figures and amounts such as discounts, percentages
• Exceptional verbal and written communication
• Ability to interact with other departments to gain access to necessary information and be able to multitask
• Ability to respond to needs of customers in a timely and value-added manner
• Professional telephone presence and ability to respond to customers in a timely and value-added manner
• Valid Driver’s License

RLWS is a successful, energetic, customer-driven organization that offers competitive wages, great working conditions, medical, dental, vision, flexible spending, disability, life, vacation, sick time, holidays, 401k, 401k matching and wellness benefit programs.

Rice Lake Weighing Systems is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Rice Lake Weighing Systems is a Substance-Free Workplace and requires pre-employment and for-cause drug screens.

Qualifications

Behaviors

Required

Enthusiastic

Shows intense and eager enjoyment and interest

Team Player

Works well as a member of a group

Detail Oriented

Capable of carrying out a given task with all details necessary to get the task done well

Preferred

Loyal

Shows firm and constant support to a cause

Functional Expert

Considered a thought leader on a subject

Dedicated

Devoted to a task or purpose with loyalty or integrity

Motivations

Required

Self-Starter

Inspired to perform without outside help

Growth Opportunities

Inspired to perform well by the chance to take on more responsibility

Ability to Make an Impact

Inspired to perform well by the ability to contribute to the success of a project or the organization

Preferred

Job Security

Inspired to perform well by the knowledge that your job is safe

Goal Completion

Inspired to perform well by the completion of tasks

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.