Customer Service Representative
Department: 150 Sales & Marketing
Office: Lincoln
Location: Lincoln, MA
Description
Call Center Administrator – Technical Support
The Call Center Administrator is responsible for assuring that all customer support calls are handled in a professional and efficient manner. The administrator will answer customer calls, gather preliminary information regarding the nature of the call and direct the customer to the appropriate resource for assistance. The administrator will also be responsible for following up with customers and internal resources to assure that the customer’s issue was resolved. This position requires interaction with all functions of the organization and requires strong organizational and communications skills. A partial list of responsibilities follows:
Responsibilities:
Answer customer calls in a professional and efficient matter.
Gather basic information regarding the customer issue and initiate a work ticket.
Direct calls and work ticket to appropriate contact.
Audit work tickets and scheduled call backs to assure customer issues are resolved.
Routine interface with factory personnel to assure call center personnel constantly have the latest unit related information.
Assist technical support personnel in the processing of RMA forms.
Assist department supervisor in gathering data to use in reporting departmental metrics.
Follow up with customers and service centers to assure issues were resolved to their satisfaction.
Assure that all Oracle inputs are thorough and accurate.
Assist service centers in processing warranty claims.
Track exchange assets to assure they are returned in a timely manner,
Qualifications:
Experience with dealing with external customers on a routine basis
Results-oriented and self-motivated
Strong verbal communications skills required.
Experience with customer service software. Oracle experience a plus.
Formal customer service or project management training and experience preferred.
Must be able to multi-task in a fast paced environment.
Ability to effectively deal with upset customers.
Business related degree/education
Equal Opportunity/Affirmative Action Employer
As an Equal Opportunity/Affirmative Action employer, Avidyne Corporation does not discriminate against any applicant, employee, or student on the basis of race, religion, color, creed, sex, age, national
origin, sexual orientation, marital status, citizenship status, disability, or veteran status.
