Customer Service Representative I

Summary:

Assist customers with customer service-related items inclusive of billing, account statis, support status and order information to help maintain customer satisfaction. The CSR1 will provide primary support to our customers across multiple software solutions and select hardware. The CSR1 will provide continual feedback to the Customer Service and Logistics and Operations Organization to continually improve the level of support and efficiency of systems.

Duties / Responsibilities:

· Provide daily customer support to users of various systems including questions related to billing/invoicing, order status, technical support case status or general assistance.

· Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

· While following compliance standards, the CSR1 will be responsible for entering customer order and payment information into the system (processing credit cards & checks through select company tools/systems)

· Maintain detailed records of daily interactions with customers, payment activity, reported issues, and provided information along with any further actions required of management or repair personnel.

· Assist when needed on inventory counts, shipments and processing returns or repair tickets

· Prepare/assist in reporting of metrics related to customer service

· Collaborate with technical staff and clients to ensure customer issues are resolved in a timely manner.

· Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.

· Other duties as assigned.

Required Qualifications:

· High school diploma and willingness to learn through on-the-job training

· Strong communication skills and ability to remain calm and professional in all circumstances

· 2+ years of Customer Service Experience

· Working knowledge of Salesforce, PC and Mac operating systems and Microsoft Office365 Applications

Preferred Qualifications:

· College degree

· 5+ years of Customer Service Experience

· Bilingual English/Spanish

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on Company operations.

Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.