Customer Service Support Representative

Sharp Electronics • Kingsport, TN

2d • $40,800 - $45,000 • Onsite

About The Position

The Customer Service Support Representative (CSSR) will be able to perform all the duties of an Associate CSSR, while in addition providing customer support for a wide variety of customer related issues; to include assistance with service and supply billing questions and demonstrating a comprehensive knowledge of customer service and other assorted customer inquiries to achieve total customer satisfaction.

Requirements

• High School Diploma or equivalent required.
• 2-5 years of experience in a customer service environment; call center support experience preferred.
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook).
• Exceptional verbal (especially telephonic) and written communication skills.
• Excellent customer service skills including a customer focused attitude.
• Excellent reading comprehension and mathematical skills
• Excellent organizational skills: effective time management skills which must include attention to detail.
• Possess the ability to be self-starting and understand the need for achievement of tasks in pursuit of goal satisfaction.
• Ability to prioritize job responsibilities in a dynamic fast paced environment.
• Proficient data entry skills

Responsibilities

• Responsible for the timely and accurate processing of supply orders and service call issues over the phone and through email communications.
• Supports SBS customers with product-related questions and concerns.
• Responsible for customer service support issues including billing, order status and customer inquiries.
• Applies general query skills to determine reason for call to route the problem to the appropriate party.
• Learns intermediate knowledge of the current ERP system for processing phone and email requests.
• Daily interaction with various industry specific software.
• Applies thorough details and pertinent call information to the field teams to ensure complete customer satisfaction.
• Logs and returns all voice message calls daily; documenting all required. information into database and owning the call to ensure thoroughness and timely resolution to reach customer satisfaction.
• Works closely with all departments within the operations department and levels of management escalating problems and concerns when necessary.
• Performs general customer service-related work in support of organizational goals and objectives and tactical operations.
• Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, be able to identify sales opportunities and generate sales leads with customers to increase sales and marketing potential within the branch.
• Other duties as assigned.

Benefits

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.
• Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED