Customer Service Representative III

Stored Energy Systems•Longmont, CO

6h•$26 - $31•Onsite

About The Position

The Customer Service Representative III serves as the senior-level customer service professional and primary escalation resource within the department. This role carries the highest level of responsibility and authority for resolving complex customer issues, making warranty eligibility determinations, coordinating corrective actions, and ensuring fair, consistent, and timely resolution of customer concerns. Acting as a key liaison between customers and internal departments, the CSR III exercises sound judgment and product knowledge to balance customer satisfaction with company policies and business objectives. The Customer Service Representative III is responsible for ensuring a positive customer experience throughout the lifecycle of SENS products, from post-sales support and troubleshooting to service coordination, spare parts fulfillment, warranty processing, and repair management. They process, quote, track, and manage customer service activities including parts orders, field service requests, warranty claims, and in-house repair orders. They also maintain ownership of customer issues from initiation through resolution, ensuring all actions are accurately documented, communicated, and completed in accordance with company procedures and customer expectations.

Requirements

3+ years of experience in customer service, technical support, field service, manufacturing support, or a related role.
Strong verbal and written communication skills, telephone and email etiquette.
Customer focus and positive, professional attitude and methodology. Must have 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 train and support new employees, customer service or field support in general customer service skills.
Ability to lead meetings and communicate complexed and nuance topics to a non-technical or diverse audience.
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.
Technical background, aptitude, or experience.

Nice To Haves

Experience evaluating warranty claims and applying warranty policies in a consistent and customer-focused manner.
Experience with electronics or technical industry.
Experience with manufacturing documentation.
Previous leadership experience.
Associate degree or higher.

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, to 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.
Serve as a resource for Customer Service Representatives by providing guidance, training, and support on customer issues and processes.
Assist with escalated customer issues and coordinate resolution across departments.
Identify and recommend improvements to customer service processes and workflows.
Evaluate warranty claims and determine appropriate disposition based on product history, warranty policy, application, and available information.