Customer Support Specialist

Carrier•Warwick, RI

8d•$43,500 - $87,500•Onsite

About The Position

This position is for a seasoned professional in Customer Service who works independently, resolving complex customer inquiries. This role maintains databases, makes recommendations to management for customer issue prevention and the sales team to identify sales opportunities. Makes updates to procedures to ensure the improvement of Customer Service processes. Works, independently, to confer with customers who contacts the organization by telephone or electronically, provides scripted information about organization products or services, discusses customer accounts, and obtains or addresses customer complaints. Provides ability to deviate from the script to address moderately complex inquiries. Responds independently, to call or email customers to provide follow up on difficult to moderately complex inquiries. Works on documentation and solves difficult to moderately complex customer issues/requests/complaints in accordance to established procedures, and when required, redirects queries to appropriate department or personnel. Obtains and collects feedback from product development and service departments to confirm the most appropriate sources of materials and secondary sources of information that can be recommended to customers to answer their questions. Assists in the maintenance of databases containing information on customer interactions and transactions to facilitate future needs in data collection and consolidation. Confers, when required, with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments. Promotes, when required, sells a variety of products/services to ensure business targets are met. Provides, when required, after-sales support for various client contracts.

Requirements

High School Diploma/GED with 2+ years of experience operating within a service desk, help desk, or contact center environment or an Associates Degree with 1+ years of experience operating within a service desk, help desk, or contact center environment.
Excellent verbal and written communication skills
Strong analytical thinking and problem-solving abilities
Experience in Microsoft Office, especially Excel
Self-motivated, reliable, strong organizational skills
Show up to work on time and completing each shift
Maintain assigned break and lunch schedules

Nice To Haves

Bachelor’s Degree
SAP knowledge
Technical courses in Plumbing, Heating, and Controls, or a related discipline.

Responsibilities

Support the Vi-US Sales Team with Customer Returns and Warranty Claims.
Liaise with customers to process RGA’s.
Data management, user support, and system maintenance
Work within our CRM to manage customer tickets and communication
Work within our ERP system to process orders, returns, and credits.
Provide Warranty processes with Sales team as needed and requested
Provide Simplified Warranty process training to 3rd party reps and wholesale partners, as needed
Generate monthly statistics for RGAs, or as requested
Monitor trends within new requests and communicate observations with the Supply Chain and Returns Lead.
Answer customer calls regarding Warranty and Returns by monitoring a shared phone line
Review product failures for warranty consideration
Visually inspect and test returned equipment to validate failure
Investigate a failure or malfunction and determine if it is due to a defect in the manufacturing process.
Additional tasks as may be required by the course of business