Tier 1 Customer Service Representative

Wilson•Lewisburg, TN

3d•Onsite

About The Position

The Tier 1 Customer Service Representative serves as the first point of contact for customers, providing support for inquiries related to orders, products, claims, invoicing, and general account assistance. This role is responsible for handling a high volume of customer interactions, accurately documenting information, processing transactions, generating sales leads, and ensuring customers are directed to the appropriate resources when additional support is required. Representatives may handle up to 50 calls per day and are expected to document each interaction while processing related transactions within company systems.

Requirements

Excellent customer service skills.
Strong verbal and written communication abilities.
Strong time management and organizational skills.
Ability to work effectively in a fast-paced environment.
Proficiency in Microsoft Office applications, including Excel and Word.
Ability to analyze information and make sound recommendations or decisions.
Strong interpersonal skills with the ability to build rapport and trust with customers.
High degree of self-motivation and initiative.
Strong sense of urgency, accountability, and ownership.
Excellent follow-up and follow-through skills.
Highly organized, flexible, and able to prioritize competing responsibilities while meeting customer needs and business objectives.
High School Diploma or equivalent.
Typing speed of 60+ words per minute.
Experience using Microsoft Office applications.
Strong written and oral communication skills.
Excellent customer service experience.

Nice To Haves

Familiarity with SAP.
Familiarity with Salesforce.
Previous call center experience.
Associate Degree (AA, AS, or equivalent two-year post-secondary education).
Minimum of two (2) years of customer service or call center experience.
Familiarity with SAP and Salesforce.

Responsibilities

Manage a high volume of incoming customer calls.
Provide dealer referrals and customer assistance.
Respond to inquiries regarding order status and order information.
Assist customers with product support for parts and equipment.
Support transactional requests related to orders, claims, and invoicing.
Serve as the initial point of contact for customer inquiries and direct customers to the appropriate department when necessary.
Triage customer inquiries and determine whether issues can be resolved at Tier 1 or require escalation to Tier 2 support.
Assist with internal customer requests and coordinate transfers when additional support is needed.
Identify and assess customer needs to achieve high levels of satisfaction.
Build sustainable customer relationships through open and interactive communication.
Provide accurate, valid, and complete information using appropriate systems, resources, and tools.
Generate sales leads and support team sales objectives.
Meet individual and team customer service goals, including call handling expectations and service targets.
Handle customer complaints by providing appropriate solutions and alternatives within established timelines and follow through to ensure resolution.
Take the extra mile to engage customers and deliver an exceptional customer experience.
Answer incoming customer calls and respond to customer emails.
Route calls and requests to the appropriate resources.
Document all customer interactions according to established procedures.
Enter accurate order and transaction information into company systems.
Process customer accounts and maintain accurate records and documentation.
Follow established communication procedures, guidelines, and company policies.
Maintain productivity and accuracy in a fast-paced environment.