Job Title: Customer Service Representative
Location: Mechanicsburg PA
Department: Customer Service
Reports To: Customer Service Manager
Job Overview:
We are seeking a motivated and enthusiastic Customer Service Representative to join our leading audio-visual company. The ideal candidate will have a passion for providing exceptional customer service, a good understanding of audio-visual technology, and the ability to troubleshoot and resolve customer issues effectively. As a CSR, you will be the first point of contact for our clients, providing support and ensuring customer satisfaction.
Key Responsibilities:
Customer Interaction: Handle incoming calls, emails, and live chats from customers regarding product inquiries, orders, and technical support.
Order Processing: Process orders, returns, and exchanges accurately and efficiently.
Technical Support: Provide basic troubleshooting for audio-visual products, including projectors, sound systems, and other equipment.
Issue Resolution: Address and resolve customer complaints and issues in a timely and professional manner.
Product Knowledge: Maintain up-to-date knowledge of company products, services, and promotions.
Documentation: Document customer interactions and maintain detailed records in the CRM system.
Follow-Up: Conduct follow-up calls or emails to ensure customer satisfaction and address any additional needs.
Team Collaboration: Work closely with other departments, such as sales, technical support, and logistics, to ensure a seamless customer experience.
Sales Support: Assist the sales team with customer inquiries, providing product recommendations and upselling opportunities.
Training: Participate in ongoing training to stay current with industry trends and company updates.
Qualifications:
Education: High school diploma or equivalent; associate's or bachelor's degree preferred.
Experience: Previous experience in customer service or technical support, preferably in the audio-visual industry.
Technical Skills: Basic understanding of audio-visual equipment and technology.
Communication Skills: Excellent verbal and written communication skills.
Problem-Solving: Strong problem-solving skills and the ability to think critically.
Attention to Detail: High attention to detail and accuracy in data entry and order processing.
Customer Focus: Strong commitment to providing excellent customer service.
Team Player: Ability to work effectively in a team environment.
Adaptability: Flexibility to adapt to changing customer needs and company policies.
Computer Skills: Proficient in Microsoft Office and experience with CRM systems.
Preferred Skills:
Familiarity with common audio-visual equipment, such as projectors, microphones, and sound systems.
Experience in a sales support role, with the ability to upsell and cross-sell products.
Bilingual or multilingual capabilities.
Working Conditions:
Schedule: Full-time position with varying shifts, including weekends and holidays as needed.
Environment: Office setting with frequent use of computer and telephone.
Latitude is a Human Resource Consulting Firm headquartered in Hanover, MD with branch offices in Hunt Valley, MD and Winter Park, FL. Latitude provides consulting services to a wide range of industries in both the Private and Public Sectors. We ar...
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