Customer Service Representative

SummaryThe Customer Service Representative’s focus will be on customer support and back-office processes. This position will also be responsible for communicating with the appropriate internal teams to properly resolve issues in a timely manner in order to maximize customer satisfaction. The Customer Service Representative reports to the Service Data Processing Team Leader of Field Service Management and works in close collaboration with the Repair Center Team.
 

Tasks and Responsibilities

• Acts as primary contact for customer inquiries.
• Answers, screens, and resolves incoming calls and/or emails in a timely, professional manner.
• Utilizes provided daily/monthly reports.
• Applies payments to orders.
• Assists with the return of incoming goods and/or shipments to Fronius.
• Supports with closing completed orders.
• Serves as a liaison between support teams, Repair Center, and other departments.
• Actively participates in Lean initiatives by identifying and reporting suggestions on areas within the department for improvements.
• Takes ownership of reported customer issues
• Utilizes available resources to assist with inquiries and guides the customer through appropriate steps.
• Follows standard procedures to properly resolve, communicate, and coordinate issues with the appropriate internal departments.
• Identifies escalating priority issues and reports to high-level management.
• Records details of comments, inquiries, complaints, and actions taken.
• Meets assigned goals and objectives in a timely manner with concise outcomes.
• Performs general housekeeping.
• All other duties as assigned by management.

Requirements

• High school diploma or equivalency required.
• Customer Service experience preferred.
• Call agent experience preferred.
• Basic knowledge of ERP systems preferred, but not required.

• Exceptional interpersonal skills: positive, respectful, and customer focused.
• Strong attention to detail with emphasis in data entry
• Ability to multi-task with strong organizational skills
• Ability to work independently or within a group environment.
• Excellent communication skills, including verbal and written, with proper grammar as well as strong mathematical skills.
• Proficient in related computer applications including Microsoft Office and others.
• Ability to focus and follow through to resolution.
• Aptitude for problem solving including identifying and making recommendations.
• Ability to read and understand work instructions.
• Ability to work under pressure and maintain quality in a fast-paced work environment.
• Results/deadline oriented with effective follow through.
• Must be able to prioritize, utilize critical thinking, and adjust to change.
• Able to maintain confidentiality of both customer and internal information.
• Typing speed of 50 to 60 WPM preferred.
• Available to work overtime when requested.
• Possess a valid Passport or have the ability to obtain and pay for a valid Passport.
• Limited travel

Health and Safety

• Must comply with all safety and health standards established by Fronius USA, LLC and federal, state, or local requirements.
• Ability to bend and reach, with repetitive motion.
• Hearing, naturally or with aids
• Vision 20/20, with or without correction
• Physical demands of the job include standing, use of hands to manipulate objects, talking, hearing, looking, typing, walking, twisting, and bending.
• Employees could be requested to lift, carry, reach above the shoulder, stoop, squat, kneel and crouch.
• Employees could be required to lift up to 50 pounds.
• Employees will perform duties in an office environment and a field setting.
• Employees will be occasionally exposed to tripping hazards.
• The noise level in the work environment is usually low to medium.

We offer a generous benefit package including

• PTO available immediately plus 11 paid holidays
• Employer matched 401(k)
• Medical, Dental, and Vision covered 100% for employees.
• 50% company paid Health, Dental, Vision for your family.
• Employee Assistance Program & Mental Health Support
• Short-Term and Long-Term Disability
• Flexible Spending Accounts for Health Care and Dependent Care

Fronius USA, LLC is proud to offer Equal Employment Opportunities and committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pre