Tier I CSR - Onsite

Aventiv-Technologie; Houston (TX); On-site; USD 35,000 - 52,000; Full time

Job summary

Aventiv is seeking a Tier 1 Solutions Center Representative in Houston to handle incoming calls, provide initial troubleshooting, and document tickets in Salesforce. You will gather information, route issues to Tier 2 when needed, and assist in special projects to support the department.

The role emphasizes customer relationships, professional communication, and proficiency with CRM systems and Microsoft Office tools. Previous call center experience is a plus.

Qualifications

• Experience in customer contact, technical support, or customer relations.
• Associate degree preferred.
• 1 year of technical support/help-desk experience desired.
• Previous call center experience is an asset.
• Strong communication and interpersonal skills required.
• Ability to manage multiple projects and priorities.

Responsibilities

• Handle incoming customer calls and provide initial troubleshooting and problem resolution.
• Gather information, generate, and document tickets in Salesforce tracking system.
• Process customer requests and incident reports.
• Escalate to Tier 2 Associates as needed.
• Assist in special projects and build relationships with the support center.
• Maintain timely, professional, and accurate responses to inquiries.
• Document all customer correspondence and maintain project status logs.

Skills

Communication skills

Interpersonal skills

Project management

Organizational skills

Time management

Multitasking

Initiative

Decision making

Customer service

Education

Associate degree in related field

Tools

Microsoft CRM

Microsoft Word

PowerPoint

Excel

Job description

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

*This position is onsite at our office in Houston*

Job Purpose:

Tier 1 Solutions Center Representative will handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating, and documenting the ticket within the Salesforce tracking case system.

• Responsible for customer request and incident reports processing.
• Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed.
• Assist in executing and/or managing special projects for the department.
• Build customer relationships with the support center.
• Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers. Meet productivity requirements based on business needs.
• Proficiency in utilizing company systems and products.
• Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers.
• Take on additional special projects, as necessary.
• Document all customer correspondence.
• Maintain project status log.
• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills
• Ability to interface with internal and external partners and to manage projects is required.
• Strong organizational and time management skills
• Ability to work on many projects simultaneously.
• Ability to set priorities and work independently with strong initiative.
• Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency.
• Ability to make sound decisions with minimal guidelines.
• Proficiency with Microsoft CRM, Word, PowerPoint, and Excel

Minimum Qualifications:

• Previous experience involving customer contact, technical support, or customer relations

Preferred Qualifications:

• Associate degree in related field of study
• 1 year of previous Technical support/ Help-desk experience
• Previous call center experience

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally,this positionmay need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer
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.