Technical Customer Service

Rev-A-Shelf; Louisville (KY); On-site; USD 34,000 - 52,000; Full time

Job summary

Rev-A-Shelf is seeking a customer support specialist to backstop clients, answer questions, and solve problems on the front line. You will help ensure customer satisfaction with products, services and features, and handle inquiries with professional phone etiquette.

Responsibilities include basic technical support, collaboration with teams, data entry across dashboards, and providing recommendations to improve product usability and reliability.

Qualifications

• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Proficiency in MS Outlook and Excel.
• Ability to multi-task, prioritize and manage time effectively.
• Positive, empathetic and professional attitude toward customers.

Responsibilities

• Provides simple to moderate technical support and assistance to clients (missing component, damage shipment, ordered wrong item).
• Work in an office environment and collaborate in a team environment.
• Have professional phone etiquette and ability to communicate clearly and concisely.
• Interact with various software/dashboards for data entry (sales orders, quality checks, returns, shipping).
• Learn about lighting products and answer questions about installation, accessories, troubleshooting.
• Provide preventive maintenance and configuration recommendations to improve product usability, performance and satisfaction.
• Prepare and submit quotations based on inquiry, design specifications, and/or technical recommendations outlining price and availability.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

MS Outlook

Excel

Time management

Multi-tasking

Customer empathy

Education

High school diploma

Tools

Epicor

Job description

Position Summary: Primarily responsible for supporting customers by providing helpful information, answering questions, and problem solving. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

Position responsibilities:

• Provides simple to moderate technical support and assistance to clients (missing component, damage shipment, ordered wrong item)
• Work in an office environment and collaborate in a team environment.
• Have professional phone etiquette and ability to communicate clearly and concisely.
• Be able to interact with various software/dashboards for data entry (sales orders, quality checks, returns, shipping)
• Have a willingness to learn about the various lighting products and be able to answer reasonable questions about installation, accessories, trouble shooting, etc.
• Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance and customer satisfaction.
• Prepare and submit quotations based on inquiry, design specifications, and/or technical recommendations outlining price and availability
• Perform other duties as assigned.

Essential skills and experience:

• High school diploma or equivalent.
• Strong verbal and written communication skills
• Proficiency in MS Outlook, Excel
• Ability to multi-task, prioritize and manage time effectively
• Positive, empathetic and professional attitude toward customers at all times.

Preferred skills and experience:

• Proven customer support experience or experience as a client service representative
• Any experience with other Customer Service Software
• Epicor

Reporting to this position:

No direct reports

Physical Demands:

While performing the duties of this job, the employee is regularly required to walk; sit; talk or hear; use hands and fingers to operate a computer and telephone; reach with arms and hands; and stoop. The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading. Light to moderate lifting up to 15 lbs is required.

Work Environment:

While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.