Associate I, Technical Support – Residential I

Chamberlain Group

11d•$18 - $29•Remote

About The Position

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. This role is within Chamberlain Group's Customer Experience and Technical Support function. A successful incumbent is expected to (i) Provide customers with specialized technical assistance in the installation and support for Chamberlain Group Residential Product lines and (ii) Maintain a high level of customer service while processing orders, returns and customer pricing inquiries across multiple product lines. Education requirements include: High School Diploma or GED Equivalent; Experience requirements include: 0-2 years of experience in a high volume customer assistance environment. Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. Chamberlain Group also includes Systems, LLC, a leading manufacturer of loading dock equipment for over 60 years, and Controlled Products Systems Group, a leading wholesale distributor of access control equipment in the U.S. Follow us on LinkedIn and Instagram.

Requirements

High School Diploma or GED Equivalent
0-2 years of experience in a high-volume customer assistance environment
Strong verbal and written communication skills; proficiency in Microsoft Office Suite; strong typing skills
Mechanical and logical aptitude
2+ years of College or Technical School
Experience in a technical support environment

Responsibilities

Provide customers with specialized technical assistance in the installation and support for Chamberlain Group Residential Product lines
Maintain a high level of customer service while processing orders, returns and customer pricing inquiries across multiple product lines
Leverage resources including SAP and CRM to deliver an exceptional customer experience from the start to finish of each customer interaction
Verify that orders for parts and service quantities are accurate and matches shipping options to meet customer expectations
Escalate any reported product quality problems and customer complaints
Convert customer inquiries into sales with an emphasis on customer education regarding product features and benefits
Obtain information from SAP documents and follows-up with customers on an as-needed basis with the necessary information regarding product shipments and pricing orders, and return questions
This position requires regular and predictable on-site attendance and the ability to work the particular shift and/or schedule to which you are assigned, as well as additional hours as needed.
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.