Customer Service Representative I

Stored Energy Systems•Longmont, CO

8d•$20 - $24•Onsite

About The Position

Responsible for ensuring a positive customer experience throughout the lifecycle of our products from post-sales issues to problem solving, servicing, spare parts and repair of customer equipment. Processing/quotation/tracking of issues and projects related to sales/customer service parts, onsite services, and in-house repair orders daily. Ensuring ownership of customer issues from start to finish is handled accurately, fairly, consistently, in a timely manner and documented in the appropriate systems.

Requirements

1+ years Customer Service experience.
Strong verbal and written communication skills, telephone, and email etiquette.
Customer focus and positive, professional attitude with a desire to meet the needs of others.
Ability to be a team player/work with others internally and adapt to a variety of customer personalities, communications, and skill levels.
Ability to multitask, prioritize and demonstrate sound judgement.
Accuracy and attention to detail including when related to technical or complex issues.
Ability to perform basic math functions.
PC/Microsoft Office Suite knowledge including Outlook, Word, Excel, PowerPoint.

Nice To Haves

Prior experience in manufacturing, construction, or help desk type role.

Responsibilities

Communicate with customers, identify needs, distribute information/requests to sales, service team, technical support team, order management, production and management.
Provide basic troubleshooting/common problem-solving information to customer as well as directing customers to website locations for download of manuals, technical data, software utilities and revisions.
Timely and accurate processing of customer service orders. Perform quotations for repair or spare parts, following up with order entry, invoicing, shipping arrangements including international shipping documentation, and vendor management.
Provide first-level customer service by responding to routine non-technical customer service calls, including spare parts orders, order status requests, and document requests.
Enter generate, and manage return/repair materials requests, initiate orders in our systems, record customer interactions, and for purposes of notes and record keeping.
Determine if issues are related to warranty, customer error or environmental damage, or out of warranty/billable.
Customer quotation of repair and spare parts, onsite services, in-house repairs and verification of appropriate parts, vendor, and product mark-ups.
Follow-up on billing/invoice issues, issue credits or adjustments, facilitate company/department profitability.