Customer Service Representative (9a-5:30p or 9:30a-6p CT)
About The Position
As a Customer Service Representative, you will provide basic technical support and assistance to customers via e-mail, phone, or chat. Additionally, address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. For External Candidates: Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; Berwyn, PA; or Lehi, UT. For Internal Candidates: A ll internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply. In this role, you’ll get to:
Requirements
- Has a high school diploma or equivalent
- Has minimum of 6 months of customer service or call center experience required, preferably in technical support
- Has ability to multi-task while maintaining careful attention to detail
- Possess ability to work effectively both individually and within a team environment
- Works with a sense of urgency to meet deadlines and address competing priorities
- Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
- Has effective written, listening, and verbal communication skills
- Has effective problem solving and organizational skills
- Possess a basic understanding of the organization’s products and services
- Is proficient on Windows OS, internet savvy
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
Responsibilities
- Answer incoming customer telephone calls in a courteous and professional manner
- Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
- Provide customers with preventive maintenance and configuration recommendations
- Record and route customer requested changes in an appropriate manner
- Escalate more complex inquiries to a higher-level support team
- Answer customer inquiries and provide accurate technical and/or product-related information
- Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
- Follow up with customers consistently when necessary
- Obtain customer feedback openly and without judgement
- Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
- Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
- Organize and maintain case assignments and correspondence
- Maintain working knowledge of products and/or services
- Stay up-to-date on industry terminology
- Stay current on internal company communications
- Prepare correspondence for company ticketing system as needed
- Able to use one’s time effectively and productively
- The ability to find quick and clever ways to overcome difficulties
- Ability to prioritize and manage multiple tasks
- Maintains prompt attendance and timeliness
- Respond to all employee inquiries via all company media
- Work under close supervision of the Client Service Manager(s)
- In office work dependent upon the company’s needs
- Occasional on-call weekend coverage may be required
- Mandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlog
- Performs other duties as assigned by supervisor
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
