Customer Support Representative

Johnson Health Tech North America; Town of Cottage Grove (WI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

Job summary

Johnson Health Tech North America is seeking a Customer Support Representative to handle high-volume customer contacts via phone, email, and chat. You will perform technical troubleshooting and support customers in accordance with company policies.

This is a non-supervisory role. Responsibilities include answering inquiries, routing to service technicians, maintaining thorough case records, and meeting KPIs.

Qualifications

• Minimum high school diploma or equivalent.
• Demonstrated customer service experience required.
• Minimum of 1 year call center experience preferred.
• Working knowledge of Microsoft Office.
• Excellent written and verbal communication skills.
• Think critically to analyze and solve problems.

Responsibilities

• Handle high volume calls, emails, and chat contacts from customers seeking technical support.
• Support multiple queues and follow posted protocols.
• Create parts orders; dispatch service technicians; collect billing information.
• Document and maintain comprehensive customer case records.
• Maintain product knowledge and achieve KPIs.
• Promote a positive, collaborative team atmosphere.

Skills

Customer service

Call center

Written communication

Verbal communication

Critical thinking

Education

High school diploma

Tools

Microsoft Office

Job description

Position Overview

Under the direction of the Technical Support Supervisor, the Customer Support Representative handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position.

Responsibilities

• Maintain good attendance and adherence to schedule.
• Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.
• Support multiple queues.
• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
• Create parts orders; dispatch service technicians; collect billing information.
• Document and maintain comprehensive customer case records.
• Efficiently utilize tools and resources
• Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.
• Promote a positive and collaborative team atmosphere with co-workers.
• Build and maintain working knowledge of products.
• Complete all required training and ongoing education.
• Other duties as assigned

Requirements

• Minimum high school diploma or equivalent required

Experience

• Demonstrated customer service experience required
• Minimum of 1 year call center experience preferred

Other Requirements

• Working knowledge and experience with Microsoft Office suite or comparable software
• Excellent written and verbal communication skills
• Think critically to analyze and solve problems

Benefits

We offer an excellent compensation package and team-oriented work environment with growth opportunities.

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

Equal Opportunity Employer, including Veterans and Individuals with Disabilities