Customer Care Coordinator

Service Fremont, California


Description

Job Description Overview:

Working in a Level 4 support environment, the Customer Care Coordinator will provide customers with the absolute highest level of service to ensure customer satisfaction and loyalty. The Customer Care Specialist will continuously assist and resolve a wide variety of technical requests, inquiries and complaints while using extensive technical knowledge to do so.

Essential Duties and Responsibilities:

  • Handle inbound technical inquiries effectively and efficiently through the use of proactive customer service and call control techniques and proven technical troubleshooting procedures
  • Confirm detailed system configuration and problem description
  • Create an exceptional experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the customer experience
  • Retain existing customer/services through the use of proactive customer service/consulting techniques and enabling customers to perceive value in the service
  • Resolve customer questions/concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value
  • Resolve problems on the first call, with minimum supervision, and consistently improving personal technical knowledge and understanding
  • Manipulate systems to resolve customer inquiry and reproduce customer’s technical issues
  • Participate in ongoing training in keeping with company request and changing business strategies
  • Adhere to company policies and procedures
  • Maintain a positive attitude and support company Commitment to Excellence
  • Log, track, and resolve Better Business Bureau, legal, and/or email complaints
  • Customer follow-up via phone, email, and/or social media forums
  • Maintain good attendance and punctuality

Required Qualifications:

Education  

  • BA/BS in Business or related field preferred but not required

Required Work Experience, Knowledge, and Skills

  • Strong customer service experience
  • Must have a minimum of 2+ years providing technical support of PC/Notebook hardware based systems, and/or relative experience.
  • In-depth knowledge of PC/Notebook/Tablet architecture, configuration, and operation
  • Advanced level knowledge of Microsoft Windows and the use of Microsoft Office Suite;
  • Ability to remain calm in a fast-paced work environment and demonstrate thoughtful leadership in assessing problems and opportunities
  • Excellent verbal and written communication skills in English
  • College and/or professional training in technology such as: A.S. Degree in Computer Management and/or Computer Systems Technology, A+ Certification a plus.
  • Proficient with PCs, hardware and software knowledge
  • Ability to retain detailed important information and/or instruction
  • Ability to solve complex problems in a Technical Service oriented environment
  • Ability to comprehend, capture and interpret basic customer information
  • Ability to exercise emotional sensitivity to customer needs and challenges
  • Professional attitude, enthusiastic and reliable
  • Thorough knowledge of telephone etiquette
  • Strong technical aptitude
  • Experience working in a performance based customer service entity
  • Genuine interest and appreciation of the computer hardware industry

Preferred Qualifications:

  • Knowledge of the Google Android OS is a plus
  • Prior customer escalation and operations experience

Working Conditions:

  • Typically works in an office environment
  • Requires sitting, operating a computer keyboard, telephone and other office equipment for extended periods of time