Customer Service Representative II

Service Experts • Clifton Park, NY

1d

About The Position

The Customer Service Representative II requires basic knowledge of job procedures and tools obtained through work experience to complete routine and standard projects and assignments within the Customer Service family. This role works under general supervision. The representative assists customers by promptly and professionally addressing a wide range of inquiries, concerns, and issues. They demonstrate expertise in resolving customer complaints, effectively handling complex cases, and ensuring customer satisfaction through advanced support and escalation procedures. The position involves recording customer interactions and transactions with precision in the customer support database, ensuring accurate reference and tracking. Comprehensive guidance is provided to customers, utilizing in-depth troubleshooting steps to diagnose and resolve technical issues effectively. The representative educates customers on product features, functionalities, and usage, delivering detailed information to enhance their understanding and optimize their experience. Proficiency in processing customer orders, returns, and exchanges efficiently, ensuring accuracy and strict adherence to company policies and procedures, is also required. Collaboration with cross-functional teams, including sales and technical support, is essential to expertly address complex customer inquiries or problems, providing comprehensive solutions. The role also involves proactively keeping customers well-informed about product updates, new releases, or relevant changes, demonstrating a high level of expertise in enhancing their usage and experience.

Requirements

• Basic knowledge of job procedures and tools obtained through work experience
• 2+ Years Minimum Experience
• High School Diploma/GED

Responsibilities

• Assists customers by promptly and professionally addressing a wide range of inquiries, concerns, and issues.
• Demonstrates expertise in resolving customer complaints, effectively handling complex cases, and ensuring customer satisfaction through advanced support and escalation procedures.
• Records customer interactions and transactions with precision in the customer support database, ensuring accurate reference and tracking.
• Provides comprehensive guidance to customers, utilizing in-depth troubleshooting steps to diagnose and resolve technical issues effectively.
• Educates customers on product features, functionalities, and usage, delivering detailed information to enhance their understanding and optimize their experience.
• Demonstrates proficiency in processing customer orders, returns, and exchanges efficiently, ensuring accuracy and strict adherence to company policies and procedures.
• Collaborates with cross-functional teams, including sales and technical support, to expertly address complex customer inquiries or problems, providing comprehensive solutions.
• Proactively keeps customers well-informed about product updates, new releases, or relevant changes, demonstrating a high level of expertise in enhancing their usage and experience.

Benefits

• Training
• Support
• Opportunity for unlimited professional growth
• Reasonable accommodations, upon request, for individuals with disabilities to participate in the application and hiring process

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees