Technical Specialist - Customer Service Representative III (45995)

Total Earnings potential: $32.15/hr 

Base Pay: $25/hr 

Annual Bonus: 10% of total annual pay (avg over three years) 

CASH BENEFITS 

401(K) Contribution Match 

50% up to 6% - $1,185 (hourly wage x 2080 x 3%) 

HSA Match of $500 

Are you a tech-savvy problem solver with a passion for helping others? Do you thrive in fast-paced environments and love tackling new challenges? If so, we want YOU to be part of our dynamic team!

What you will do

• Answer customer technical questions in a professional, accurate, and timely manner. 
• Take orders by phone, fax, online, in person, or other means as needed.  Process requests for literature and samples; enter orders, Salesforce data entry and double check for accuracy.
• Maintain and communicate all relevant customer information, including customer databases, shipment tracking, Salesforce, Dynamics GP, and other systems as needed.
• Actively listen and respond appropriately to customer complaints and claims, including maintaining current and accurate information in Salesforce.  Refer complaints of possible manufacture defects to Quality Check Team for investigation.  
• Provide accurate, timely, friendly information via live chat.
• Respond to customer e-mail inquiries per team guidelines as well as handle any day-to-day correspondence and routine phone inquiries.
• Process return authorizations (RMAs) to reconcile order entry or shipping errors.
• Request credit and/or debit memos from Accounts Receivables to reconcile pricing or billing problems.
• Update and maintain procedures for regular tasks.
• Process EDI orders and maintain basic information in Transaction Manager (EDI platform)

What's in it for you? 

• $2.27/Hr Cash benefits that add up to $5,637 annually 

• Actively seeks opportunities to work on different lines and support   

• Continual learning opportunities and tuition reimbursement.  

• $5.44/Hr additional benefits that add up to $11,323 annually 

• 120 PTO Hours + 9 holidays which means $3,648 of paid time off 

• $7,675 annual medical benefits 

Why You’ll Love Working With Us:

• Be part of a company that values your contributions
• Enjoy a healthy work-life balance
• Make a real impact on our customers’ lives

We want to hear from you if you have / are:

• Minimum of 2 years' experience in a call centre setting or providing technical support (Building industry preferred)
• Working knowledge of CRM, Salesforce is a bonus
• Proficient in Microsoft Office (heavy in Word, Excel, Outlook, OneNote), along with Salesforce, Adobe Acrobat, Intranet and Data Management tools.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• Proven ability to work effectively in a team and independently.
• Strong listening, critical thinking, decision-making and problem-solving skills.
• Ability to effectively manage time and activities to consistently complete work by deadlines. Project Management skills with the ability to work on multiple projects concurrently.
• Strong, proactive follow-up skills to ensure all elements are in place to meet deadlines and maintain quality standards.
• Ability to maintain confidentiality in all aspects of the job.
• Ability to work effectively and efficiently with internal customers and company personnel with diverse backgrounds and abilities.
• Ability to communicate effectively with all levels of personnel, community members, and company leadership with tact, consideration and respect.
• Ability to travel up to three events a year.
• Other duties as assigned.