Technical Service Representative

Bruno Independent Living Aids, Inc.•Oconomowoc, WI

About The Position

Serve customers through a telephone call center by providing product installation and service information. Troubleshoot company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions. Work in a fast-paced environment, multitasking with computer software during customer discussions. Collect and analyze data for continuous improvement.

Requirements

Associate degree in a business-related field or equivalent work experience.
Three years of customer service experience.
Ability to read, analyze, and interpret technical procedures, business correspondence, governmental regulations, and information presented in written, oral, or diagram form.
Ability to create business-level written correspondence and verbally present information to internal and external customers.
Job-related software skills, including MS Office, and ability to operate standard office equipment.

Nice To Haves

Bachelor's degree in a business-related field.
Six Sigma Green Belt certification.
Customer service experience in a call center.
Mechanical and electrical knowledge and ability to use a multimeter.

Responsibilities

Maintain proficiency in product knowledge, troubleshooting, and customer instruction.
Respond promptly to incoming customer telephone calls in a telephone queue and to emails.
Perform troubleshooting diagnostics on company products over the telephone.
Address complaints concerning product performance and refer service-failure complaints to designated departments for investigation.
Accept parts orders by completing telephone and online requests.
Return calls from messages left by customers.
Perform clerical duties that support customer satisfaction.
Use problem-solving skills and make decisions for Tier 1 Technical Service Representatives regarding product concerns costing less than $10,000.
Work in a fast-paced environment and multitask using computer software during customer discussions.
Collect and analyze data for continuous improvement.