Jr. Technical Service Representative

 

Job Summary

Answers high volume of incoming technical support inquiries for Baldwin electronic lock installers, distributors and consumers.  Supports general consumer inquiries, complaints and/or orders.  The ability to maintain a high level of output without sacrificing quality and customer experience is critical to the position. 

*Please note this is a hybrid position. This person must be available to work onsite Tuesday/Wednesday/Thursday. Will be remote Monday's and Friday's ONLY. 

   

Primary Duties and Responsibilities

(95%) Perform CSR II Duties

• Accurately, quickly and courteously receive incoming electronic lock warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience.
• Accurately and quickly utilize computer-aided CRM system, to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment.
• Ability to demonstrate a clear understanding of general electronics, electronic locks, and mechanical locks.
• Excel in detailed level troubleshooting to mitigate Cost of Failure (COF).
• Serve as an information resource to internal customer. Locate requested information through additional sources.
• Provide continual closed loop feedback to Field Sales Engineer, Engineering, Quality, Marketing, and Sales continue to improve product and service offering.
• Handle calls in standard Tech Service queue and Consumer Service queue as needed. Support process warranties for legacy Baldwin product, and follow up on order inquiries as required.
• Observe consumer survey and feedback operations providing appropriate best practice responses.

 

(5%) Special Projects/Other

• Maintain prompt and regular attendance according to company/department policy.
• Model the our eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility.  
• Acts as a coach/mentor to other CSRs and serves as a “shadow” trainer for new hires by modeling the key department service performance policies and procedures
• Participate in job-related training sessions and seminars and continuous education classes relative to product and process compliance

 

 

Education and Experience Profile

• High School Diploma Required
• 2 years of equivalent customer support function and/or call center work experience
• Microsoft Office and Excel skills required

 

Required Skills

• Type 40+ WPM.
• Good verbal and written communication skills, bilingual in Spanish and/or French a plus.
• Problem-solver; ability to deal with customers (internal and external) in difficult situations.
• At least two (2) years of experience in a product-based customer support function and/or call center environment; preferred in the hardware and home improvement industry.
• Understands coaching concept and is coachable.
• Understands our Winning Culture Values.
• Basic mechanical aptitude, ability to understand technical product issues
• Familiar with Windows-based computer applications, Salesforce.com a plus.
• Familiar with iPhone and/or Android –based smartphone applications.
• Ability to perform appropriately under stress and with displeased consumers is also necessary.
• Flexibility to work overtime and weekend hours. 
• Strong attendance and punctuality are required. 
• Technical customer service experience preferred.

 

Work Environment:

Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multi task and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team.  Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high per