Customer Service Representative III

Overhead Door•Lewisville, TX

23h

About The Position

This role focuses on providing advanced customer support, including product troubleshooting, programming assistance, and issue resolution via telephone and chat. The representative will educate customers on product usage, handle complex inquiries and complaints, and contribute to product improvement by providing feedback. This position requires strong problem-solving skills, the ability to de-escalate difficult situations, and maintain accurate customer records. The role also involves supporting internal IT systems, managing customer orders and billing, and potentially assisting with administrative tasks and training new hires.

Requirements

Excellent interpersonal and communication skills.
Must be able to work independently, as well as within a team.
Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.
Trained on Aladdin and Bench Sentry basics to provide customer support.
Be educated on products no longer manufactured/with obsolete parts.
Understand motor/rail/unit details to determine replacements of such.
Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.
Educated on Bench Sentry products to offer troubleshooting/programming support.
Be trained on basic computer malfunctions to assist new hires.

Nice To Haves

A strong passion for customers.
Understand competitor product for our Universal devices.

Responsibilities

Assist consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support.
Re-route customers to other areas of support and departments based on product inquiries.
Educate customers on cost-effective and correct use of products.
Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.
Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.
Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.
Participate in testing with internal IT support to provide feedback on internal systems.
Respond to customer inquiries and/or complaints regarding the company’s product or services.
Convert customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.
De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.
Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.
Access and assist with continual update of internal knowledgebase.
Offer ideas for product improvements based on interactions and customer feedback.
Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.
Complete, investigate and respond to customer order/billing inquiries.
Take, investigate, de-escalate, and solve customer complaints.
Understand competitor product for our Universal devices.
Refer customers to local dealers for extra support when needed.
Respond to e-mail/chat communication from leadership/customers.
Meet and support department goals and objectives.
Assist management as needed/other duties assigned.
Trained on Aladdin and Bench Sentry basics to provide customer support.
Provide feedback reports to leadership on other team members for coaching/refreshers.
Be educated on products no longer manufactured/with obsolete parts.
Understand motor/rail/unit details to determine replacements of such.
Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.
Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.
Educated on Bench Sentry products to offer troubleshooting/programming support.
Answer help desk calls from internal customers (other agents). Provide support to de-escalate and resolve customer and agent issues.
Complete administrative tasks such as postal, e-mail, and fax documentation sent from customers.
Complete Level 3 callbacks.
Review email – add documents of proof of purchase and customer inquiries to Oracle CX.
Assist with standard call queues when short on staff.
Assist with closing duties for management when needed.
Offer floor support for new hires.
Be trained on basic computer malfunctions to assist new hires.