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Technical Customer Service Representative

Job summary:

The Technical customer service representative (CSR) is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the Customer Service and Quality department.

Summary of essential job functions:

  • Handle calls and e-mails regarding technical questions, with a focus on electronic and mechanical issues
  • Must always have a customer/client focused attitude
  • Approve/audit field service requests/bills
  • Provides timely and accurate information to incoming customer order status and product knowledge requests
  • Processes customer orders/changes/returns according to established department policies and procedures
  • Provides timely feedback to management regarding service failures or customer concerns
  • Enter data/part orders into computer system
  • Work with the CSR team (and other stakeholders) to assist in supporting customers/clients
  • Other tasks as assigned

Minimum requirements:

  • High school diploma preferred but not required
  • Customer service representative experience in a fast-paced environment highly preferred
  • Technical capabilities which include problem solving and troubleshooting
  • Must be able to effectively communicate with customers and team members

Additional Requirements:

  • Ability to read, write, count, and do basic math
  • Must pay close attention to detail
  • Must perform job with safety as a top priority
  • The position requires work in a manufacturing/office environment (hot, cold, dusty, etc.)
  • Must be able to get along well with others, work on a team basis
  • Must be able to stand, sit, walk, for extend periods of time
  • Must be able to lift up to 50 lbs.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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