Customer Care Specialist

Elemental LED • Reno, NV

2d

About The Position

The Opportunity: Elemental LED is a leading U.S. based engineering and technology company that creates, develops, manufactures, markets and sells innovative, configured and integrated LED lighting solutions. The Economic Development Authority of Western Nevada (EDAWN) has awarded Elemental LED as the "Company of the Year - Large" at the 7th Annual EDAWN Existing Industry Awards event, and "Employees First - Large" at the 10th Annual EDAWN Existing Industry Awards event. What You'll Do: As a Customer Care Specialist, you will be responsible for interacting with customers via phone, chat, and email. The hours for this full-time role are Monday through Friday, with a start time between 6:00 am to 8:30 am.

Requirements

• High School Diploma/GED or equivalent training and experience
• Minimum of one (1) year of experience in a customer service setting
• English usage, grammar, spelling, vocabulary, and punctuation
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem solve unique situations by phone, chat, emails, and utilizing pictures or videos
• Ability to multitask
• Ability to ask and anticipate thoughtful questions to provide the correct solutions to the customer’s specific needs
• Knowledge of lighting industry standard verbiage
• Knowledge of all platforms used to include, but not limited to: Fishbowl Configure One Magento Google Docs / Sheets RingCentral Zendesk
• Knowledge of sales order, RMA, shipping, customer, and project modules in Fishbowl
• Truly wants to help people
• Thrives in a fast-paced environment; learns and synthesizes information quickly
• Is adaptable and flexible
• Is a dependable professional who enjoys interacting with customers by phone
• Has excellent follow-up, organizational, and time management skills
• Works quickly and efficiently with a high degree of quality
• Ability to educate customers by phone, chat, and email on the proper usage of products
• Ability to troubleshoot and problem-solve unique situations by phone, chat, email, utilizing pictures or videos
• Ability to multitask

Nice To Haves

• Call center experience and knowledge of or interest in lighting technology are preferred, but not required.
• Call center experience and knowledge of or interest in lighting technology is preferred, but not required.

Responsibilities

• Responds to customers via phone, email, and chat
• Effectively communicates product/technical information clearly and concisely, adjusting language and terminology to meet the needs of the customer in a professional manner
• Triages customers appropriately and/or takes messages
• Documents conversations concisely yet with enough detail that others can understand what transpired
• Actively engage with clients' situations and diffuse escalations as needed
• Precisely document conversations with customers in the company system(s) as required
• Follow up with inquiries by making outbound calls and emails when necessary
• Courteously and effectively communicate appropriate information to fellow team members and or members of other teams, i.e., Order Management, Quotes, Shipping and Receiving, Manufacturing, Sales, Account Management, etc.
• Provide customers with inventory requests upon request
• Create a bill of materials/quote for the customer's review
• Learn, understand, and follow policies and procedures put into place by Elemental LED management and relay them appropriately to customers
• Continuous and proactive learning of new and updated products
• Support teammates by applying FUCA (Focus, Urgency, Collaboration, Accountability)
• Accept feedback from peers and management and implement suggestions as requested
• Maintain a high level of client and company confidentiality
• Appropriately escalates more complex and/or sensitive customer issues to the Leadership Team
• Performs related duties as required

Benefits

• Medical, Dental, Vision, Life/AD&D, Short Term and Long Term Disability Insurance (100% PAID by employer), available first of the month, following the date of hire
• Company-matched 401(k) Plan, at 5%, no vesting schedule
• Paid Time Off (PTO)
• Volunteer Time Off (VTO)
• Three Paid Flexible Holiday per year
• Seven Paid Holidays
• Pre-Tax Flexible Spending Accounts (FSA)
• Career Development Plan Program
• Discounted Corporate Gym Membership at South Reno Athletic Club
• Tuition Assistance
• Employee Discount
• Monthly Birthday Lunch Celebrations
• On-site Snacks and Beverages
• Employee Referral Bonus Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED