Call Center Rep

Customer Service Portland, OR


Description

Job Summary:

Under the direction of the Level 1 Support Manager, provides customer service support to external customers for fulfilling their service needs. Will provide triage support for scanner products. Provides first level support to Field Service Technicians seeking assistance with service tickets, lock access, part ordering and usage. Will intercept service tickets requiring special handling and follow procedures for escalating. Troubleshoots a wide variety of service ticket issues to determine who or what is needed to resolve the issue and service request.

Essential Functions/Key Responsibilities:

  • Answers external customer calls/emails regarding product support and service needs.
  • Determines, and researches if necessary, customer entitlement and creates appropriate service tickets.
  • Determines appropriate technician assignment and reassigns service calls as necessary.
  • Updates customer with service status and completion information.
  • Troubleshoots/Researches issues and provides solutions to customers regarding customer service issues.
  • Walks customers through cleaning, software troubleshooting, and consumable part replacement for scanner products.
  • Handles work using instructions from up to 30 different customer procedures.
  • Documents call information in appropriate databases.
  • Escalates unresolved issues to appropriate person/group (IT Support, TrackIT, various Field Service members, Support Services managers, etc.)
  • Answers calls/emails from Field Service Technicians requesting assistance with service ticket, lock access, or workload issues.
  • Relays essential information to co-workers and other departments as warranted.
  • Reads emails and procedural updates to stay current on procedures.
  • Performs work according to stated productivity and quality measures.
  • Performs other duties as assigned.

Knowledge, Skills and Abilities:

Technical and Behavioral

  • Knowledge of procedures for handling and documenting calls
  • Proficient in entering and researching information in database
  • Customer Service
  • Listening
  • Patience
  • Strong communication (verbal and written)
  • Ability to work independently
  • Team centered/Work well with co-workers to resolve issues and problems
  • Analysis and Problem Solving
  • Punctual
  • Type and talk at the same time
  • Multi-tasking
  • Work well in a fast-paced ever-changing environment.
  • Attention to detail
  • Initiative

 

Education and Experience:

  • High school diploma or GED.
  • Prior customer service or equivalent problem solving experience required.
  • Standard Microsoft applications, including Windows, Outlook, Excel, and Word

 

Additional details:

  • Duties are performed in a typical office environment. 
  • The function provides coverage for extended hours (24/7), so may be required to work first, second, third shift or other non-standard hours. 
  • Overtime may be required.
  • Some travel for training purposes may be required.