<p>Overview</p> <p>Serve customers via telephone call-center to provide product installation and service information. Perform troubleshooting diagnostics on company products and instruct customers on proper functioning by reviewing engineering drawings and dimensions. Work in a fast-paced environment and multi-task using computer software during customer discussions. Collect and analyze data for continuous improvement.</p> <p>Responsibilities</p> <ul> <li>Maintain proficiency in product knowledge/troubleshooting and customer instruction </li><li>Verbally respond promptly to incoming customer telephone calls in a telephone queue and emails </li><li>Perform troubleshooting diagnostics on company products via telephone </li><li>Address complaints concerning product performance, referring complaints of service failures to designated departments for investigation </li><li>Accept parts orders by completing telephone and online requests </li><li>Return calls from messages left by customers </li><li>Perform clerical duties that support customer satisfaction </li><li>Utilize problem solving skills and make decisions for Tier 1 Technical Service Representatives on product concerns that cost less than $10,000 </li><li>Work in a fast-paced environment and multi-task using computer software during customer discussions </li></ul> <p>Qualifications</p> <p>Education and Experience:</p> <ul> <li>Associate Degree in business-related field or equivalent work experience </li><li>3 years Customer Service experience required </li><li>Bachelor Degree in business-related field is a plus </li><li>Six Sigma Green Belt certification is a plus </li><li>Customer Service experience in a call-center is a plus </li><li>Mechanical and Electrical knowledge and ability to use multi-meter is a plus </li></ul> <p>Skills and Abilities:</p> <ul> <li>Read, analyze, and interpret a variety of information, such as technical procedures, business correspondence, and governmental regulations furnished in written, oral or diagram form. </li><li>Create business-level written correspondence and verbally present information to internal and external customers. </li><li>Requires job related software skills, MS Office and the ability to operate a variety of standard office equipment. </li></ul> <p>Working Conditions/Physical Demands:</p> <ul> <li>Regular office environment. </li><li>While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or touch; and talk or hear. </li><li>The employee is occasionally required to walk. </li><li>The employee is required to lift 30 pounds occasionally. </li></ul>