Customer Service Representative

• Serve as a resource for customers and employees on our whole product solutions
• Helping to evaluate and refine the customer’s technical support experience to provide the best results possible
• Supports the team to ensure the group meets or exceeds service level agreements (SLAs) and industry customer satisfaction ratings
• Research, investigate and work to win-back escalated cases and route to the best resource
• Assist with communications about escalated issues with other staff and with customers in a timely manner
• Maintains in-depth technical knowledge of all existing products and new products launched
• Performs additional functions, duties and specific tasks and duties of a similar nature and scope as necessary to achieve assigned business objectives
• Establishes and maintains effective working relationships with peers and supervisors
• Provides accurate resolutions in a timely manner with courtesy
• Respond to all customer service requests in a professional and courteous manner

• Business acumen for making decisions based on relationships while managing profitability
• Demonstrated desire and ability for growth and development
• Outstanding customer success skills and ability to resolve technical problems
• Positive attitude and creative approach
• People Minded – Must show dignity and respect to all people
• Teamwork – Must build trusting relationships
• Innovation – Must progress through a combination of creativity, common sense and vision
• Integrity – Must exemplify the highest degree of ethical behavior
• Excellent communication skills (written and oral)
• Excellent time management and task prioritization skills
• Exceptionally motivated and motivational
• Extreme attention to detail
• Steady composure in the face of difficult situations
• Providing regular, actionable feedback to fellow support team members
• Maintaining open communication channels within the support team
• Ability to adapt to changes in processes and procedures and learn the methods required to perform related duties
• Logical problem-solving skills
• Ability to manage a varied workload to achieve priorities and objectives
• Serve as the voice of the customer and working with cross-functional partners to improve our products

Additional Language skills

• medical
• vision
• dental
• life and disability insurance
• company 401(k) plan