Customer Service Representative - ON SITE (NV)

AIS•North Las Vegas, NV

57d•$17 - $21•Onsite

About The Position

Purpose: Your purpose is to minimize the friction between clients and production — making dealing with our company effortless for clients. In essence this role will help support AIS’s purpose of providing technology that works and revolutionizes our client’s business with service they’ll fall in love with. Major Goals: Own the entire customer experience across multiple platforms. Evaluate and challenge existing status quo to identify new ways to improve processes and continually elevate the customer experience Assist customers with various problems either through solving them or connecting them with someone who can. In all cases, your objective is to process these tickets (cases) as rapidly and as accurately as possible. Toughest Parts of the Job: Learn AIS as a company of culture, people, and processes Balance the multiple demands and competing priorities of the position Assist frustrated customers and resolve issues Job Functions: The Customer Service Specialist is a critical member of our core service team responsible for exemplifying our culture, assisting customers with issues and escalating service tickets.

Requirements

1-2+ years experience assisting customers in a business environment
Knowledge of basic IT and networking components preferred but not required
Exceptional customer service and courtesy is a must
Must be a problem solver and resourceful
Ability to handle multiple incoming calls
Must be able to work on multiple projects and follow them through to completion
Must be versatile and willing to take on many different tasks
Must be able to quickly diagnose or research solutions to problems
Able to work as part of a team as well as independently
Persists in getting things done despite failures and obstacles
Engages in problem-solving
Great communication and listening skills
Able to adapt, be flexible, and multitask

Responsibilities

Answer multiple incoming Service/ Supply calls, emails, chats, and text messages from customers
Input service calls into E-Automate system and assign calls to technicians
Work with other departments to resolve credit hold issues
Monitor daily activities making sure calls are being handled timely
Assign technicians calls appropriately to ensure all territories are covered
Work remotely with customers to resolve or troubleshoot basic IT, basic copier/printer, or network related issue
Escalate pertinent calls to IT Help Desk
Review equipment to ensure it is reporting correctly
Assist customers when equipment stops reporting to our system
Other duties as assigned