Customer Service Representative

RAS Systems LLC•Peachtree City, GA

About The Position

Customer Service Representatives are the voice of RAS Systems. They pride themselves in making the customer experience exceptional down to the smallest detail. A "can-do" attitude resonates through everything that comes across their desks, inbox, and phone. This position works closely with the Technical Service and Logistics personnel and ensures that customers receive a streamlined experience while balancing the financial interests of RAS Systems. All duties listed herein are subject to change.

Requirements

High school diploma
1 year of customer service experience minimum
Microsoft Office Suite
Basic computer skills
Works well together in a team
Strong verbal and written communication skills
Organizational skills
Diligent follow up

Nice To Haves

Preferable order entry program or ERP system experience

Responsibilities

Answers and disperses inbound calls:
To technical service by asking basic diagnostic questions
Or to other team members as required
Opens support tickets
Assures follow-up with customer
Maintains Customer Satisfaction NPS (Net Promoter Score) surveys.
Clear, fluent spoken and written English
Assign and communicate RMA numbers.
Helps with administrative needs of the entire Operations team.
Sees that Install packets are sent to customers and returned in timely manner before shipping of machine.
Stays informed on and utilizes RAS Systems' dynamic IT infrastructure in order to streamline and automate communications.
Proactively shares information during every customer interaction about RAS Systems' offerings including, but not limited to: Service Support Plans, Trade Shows, Media Events, Sales Specials.
Maintains a positive outward attitude and creates an inviting atmosphere for RAS Systems' customers and employees even in the face of adversity or customer disputes.
Takes direct ownership of all customer matters. Wherever possible attempts to solve customer questions or issues directly rather than redirecting customers to other departments or starting management escalation.
Clearly communicates summarized details of otherwise unresolvable customer issues to management within all applicable departments.
Constantly reimagines ways to improve the customer experience; proactively identifies inefficiencies for RAS Systems' customers and employees, especially regarding service scheduling, part pricing, and technical repair quotations.
Coordinates customer machine relocations and helps generate supporting documents.
Other related duties as assigned by manager.