Customer Support Agent

Acorn Stairlifts, Inc.•Orlando, FL

11h•$0 - $18

About The Position

Acorn Stairlifts is seeking a customer-focused, solutions-oriented Customer Support Agent to serve as the primary point of contact for customers and dealers with installation, service, technical, and administrative questions or concerns. The role helps resolve issues, coordinate service needs, and ensure customers receive professional, timely support. The schedule is Monday through Friday, 12:00 p.m. to 9:00 p.m. EST, with rotating Saturdays.

Requirements

Basic working knowledge of Microsoft Windows.
Proficient typing skills and ability to learn and use client database systems.
Strong reading comprehension, a clear speaking voice, and excellent verbal and written communication skills.
Customer-centric mindset and ability to listen actively, handle challenging conversations, and overcome objections professionally.
Product knowledge and a methodical approach to troubleshooting.
Professional telephone etiquette and ability to maintain a positive, empathetic, and professional attitude with customers.
Associate degree or equivalent from a two-year college or technical school, or two to four years of related experience and/or training; an equivalent combination of education and experience will be considered.

Responsibilities

Serve as the primary point of contact for customers and dealers, resolving installation, service, technical, and administrative concerns.
Provide technical assistance and escalate advanced requests or complaints as needed.
Complete incident reports, respond to voicemail and Tech Support Team email requests, and identify and escalate recurring service issues or product breakdowns.
Contact assigned customers 24 hours before service appointments.
Coordinate and cluster annual inspections and help ensure each field team member has a minimum of three jobs per day.
Assist with parts orders and service-call scheduling.
Document customer contacts and outcomes in the client database.
Determine warranty coverage, support field collections or provide accurate invoicing information to Finance, and process RMAs.
Follow health, safety, and security procedures; report potentially unsafe conditions; and use equipment and materials properly.
Perform other related duties as needed to support the ongoing needs of the organization.