Customer Service Representative

Job Summary:

XPEL is seeking an energetic Customer Service Representative. The right person will enjoy a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.

This position will be working 10:30 AM to 7:30 PM, Mon-Friday. Applicants must be available for this schedule for this current opening.

Job Description:

Core Duties

• Inbound Telephone Support
• Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
• Answering basic questions about the company’s operation, product, services
• Entering, changing, or checking on the status of orders using NetSuite ERP software
• Tracking and escalating support calls to the appropriate department or personnel
• Researching customer account issues
• Screening and forwarding phone calls to XPEL employees
• Logging all in-bound calls in to NetSuite

Technical Support

• Answering calls from customers and internal employees about XPEL’s proprietary software, including:
• Assisting with setting up, activating, deactivating and managing of customer accounts
• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Supporting customers with basic questions about commonly used functions
• Resolving technical problems and escalating problems for further level of assistance
• Support customers with the use of XPEL’s website and on-line ordering tools
• Participating in an on-call after-hours support rotation

Order Management

• Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
• Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
• Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations

Outbound Support

• Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
• Soliciting feedback from customers about the Company’s service, products or performance
• Informing customers about Company products, offerings
• Pro-actively calling customers in response to automated alerts about order delays or other problems
• Other duties as assigned

Job Requirements

• High School Diploma
• 2-4 years of high-level customer and technical support experience
• Experience providing support through live chats and email preferred
• Knowledge of Excel, Word, Power Point and Microsoft Office Applications, with frequent utilization of Microsoft Teams
• Ability to communicate effectively via phone, chat and emails
• Excellent phone presence with high level of interpersonal, and organizational skills
• Demonstrates a sense of urgency and timeliness to meet customer service call demand
• Ability to work schedule of 10:30 AM to 7:30 PM

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.