Customer Support Representative

Job Description

Job Description

Salary : Competitive Market Value

Basic Function :

The Customer Support Representative is responsible for nurturing customer relationships through professional and positive problem-solving, communication, and efficient support case management.

Activities & Responsibilities :

• Provide ongoing customer support and problem resolution for ABI product owners and users.
• Build and maintain healthy emotional relationships with customers in an effort to encourage future engagement and sales.
• Leverage oral and written communication skills both internally and externally.
• Quickly and efficiently process product orders and resolve parts order cases.
• Maintain best customer support practices to all customers by utilizing excellent, in-depth knowledge of company products and programs.
• Follow up with Customers post-delivery to ensure satisfaction and coordinate communication with more senior-level Customer Support team members when necessary.
• Respond to incoming phone calls for support during normal work hours and assigned after-hours shifts to manage any customer support issues.
• Accurately and timely document all customer interaction, ensuring that customer files are up to date and with pertinent information.
• Assist with completion of warranty claims, no charge product request, request to ship, and product return forms to ensure compliance with company policies.
• Provide support to all ABI staff regarding product questions, orders, modifications, and applications.
• Projects and other duties as assigned.
• Answer & Route Phone Calls :
• Professionally and enthusiastically answer phone calls and route them appropriately throughout the business, serving as an integral intermediary between the public and the ABI team.
• Answer multiple incoming calls almost simultaneously.
• Create cases for the Customer Support Team.
• Utilize ABIs CRM (business software) to discern the callers context and document all pertinent activity.
• Identify and properly escalate priority issues while seeking to reassure and emotionally deescalate customers.
• Act as a gatekeeper, providing a kind and professional filter to streamline or divert calls in a manner consistent with ABI brand story and core values.
• Emotionally engage, empathize with, and serve callers, assisting with their needs even if not ABI related.
• Manage Company Mailings
• Process catalog requests.
• Ensure catalogs and mailings are properly labeled, posted, and routed correctly.
• Manage company postage machine and supplies
• Create & Maintain Customer Records in Database :

Create new and update existing customer records with accurate contact and request follow-up details, in accordance with ABIs rotation assignment policy. This lead entry function serves as a backup role to the primary lead entry staff member and enters marketing lists data as it becomes available.

Skills & Qualifications

Education & Experience :

Physical Requirements :

Environmental Conditions & Travel :