Technical Service Representative

Bruno Independent Living Aids; Oconomowoc (WI); On-site; USD 40,000 - 50,000; Full time

Job summary

A leading assistive technology company in Oconomowoc, Wisconsin, is seeking a skilled Customer Service Representative. This role involves serving customers through a telephone call-center, providing product information, performing troubleshooting diagnostics, and ensuring high customer satisfaction. Ideal candidates will have an Associate Degree and at least three years of experience in customer service, preferably in a call-center environment. Proficiency in MS Office and technical understanding are advantageous.

Qualifications

• Experience in a call-center environment is highly preferred.
• Ability to create business-level correspondence and present information effectively.
• Must be able to read and interpret technical documents.

Responsibilities

• Serve customers via telephone call-center to provide product installation information.
• Perform troubleshooting diagnostics on company products.
• Address complaints and manage customer expectations.

Skills

Problem-solving

Communication

Technical knowledge

Data analysis

Education

Associate Degree in business-related field

3 years Customer Service experience

Six Sigma Green Belt certification

Mechanical and Electrical knowledge

Tools

MS Office

Multi-meter

Job description

Overview

Serve customers via telephone call-center to provide product installation and service information. Perform troubleshooting diagnostics on company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions. Work in a fast-paced environment and multi-task using computer software during customer discussions. Collect and analyze data for continuous improvement.

Responsibilities

• Maintain proficiency in product knowledge/troubleshooting and customer instruction
• Verbally respond promptly to incoming customer telephone calls in a telephone queue and emails
• Perform troubleshooting diagnostics on company products via telephone
• Address complaints concerning product performance, referring complaints of service failures to designated departments for investigation
• Accept parts orders by completing telephone and online requests
• Return calls from messages left by customers
• Perform clerical duties that support customer satisfaction
• Utilize problem solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns that cost less than $10,000
• Work in a fast-paced environment and multi-task using computer software during customer discussions

Qualifications

Education and Experience:

• Associate Degree in business-related field or equivalent work experience
• 3 years Customer Service experience required
• Bachelor Degree in business-related field is a plus
• Six Sigma Green Belt certification is a plus
• Customer Service experience in a call-center is a plus
• Mechanical and Electrical knowledge and ability to use multi-meter is a plus

Skills and Abilities:

• Read, analyze, and interpret a variety of information, such as technical procedures, business correspondence, and governmental regulations furnished in written, oral or diagram form.
• Create business-level written correspondence and verbally present information to internal and external customers.
• Requires job related software skills, MS Office and the ability to operate a variety of standard office equipment.

Working Conditions/Physical Demands:

• Regular office environment.
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; and talk or hear.
• The employee is occasionally required to walk.
• The employee is required to lift 30 pounds occasionally.