Customer Support Representative

Position Overview

Under the direction of the Technical Support Supervisor, the Customer Support Representative handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position.

Responsibilities

Provide Outstanding Service to Dealers, Consumers, and Service Providers:

• Maintain good attendance and adherence to schedule.

• Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.

• Support multiple queues.

• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.

• Create parts orders; dispatch service technicians; collect billing information.

• Document and maintain comprehensive customer case records.

• Efficiently utilize tools and resources

• Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.

• Promote a positive and collaborative team atmosphere with co-workers.

• Build and maintain working knowledge of products.

• Complete all required training and ongoing education.

• Other duties as assigned