Customer Service Representative - job 4 of 5

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.