Customer Support Representative

As a Customer Support Representative at Sunlighten, you will manage customer case tickets and assist with troubleshooting products, ensuring timely and accurate responses to customer inquiries. You will also process orders, coordinate technician schedules, and provide crucial feedback to your team regarding service issues.

To be a successful Customer Support Representative at Sunlighten, you need an Associate’s or Bachelor’s degree in a related field, or relevant work experience. A minimum of one year in customer service and communication roles is essential, along with strong problem-solving and technical skills.

Sunlighten emphasizes customer satisfaction by encouraging their Customer Support Representatives to strive for one-call resolution, timely follow-up, and effective communication with both customers and the internal sales team, thus ensuring all service expectations are exceeded.

A Customer Support Representative at Sunlighten should be proficient with the Microsoft Office Suite and familiar with CRM software to effectively process and resolve customer cases in a timely manner, ensuring organized and efficient workflow.

Being a Customer Support Representative at Sunlighten comes with fabulous perks, including competitive paid time off, health insurance options, 401(k) contributions, profit sharing, and professional development support, ensuring you are well taken care of while you help our customers.

When dealing with a frustrated customer, it's important to listen actively and empathize with their situation. Address their concerns calmly, maintain a positive attitude, and aim to resolve the issue swiftly. Show that you genuinely care about their experience and are committed to delivering excellent service.

In my previous roles, I have extensively used various customer service software and CRM systems to track inquiries, manage case tickets, and ensure prompt follow-ups. I can quickly adapt to new software, understanding the importance of keeping customer information organized and accessible.

To prioritize customer cases effectively, I would assess the urgency and impact of each case, triaging critical issues first. Keeping an organized task list and utilizing a CRM to track and manage ongoing cases allows me to ensure that no customer feels neglected or overlooked.

I stay updated on our products by regularly reviewing training materials, attending workshops, and collaborating with colleagues. Understanding our offerings in-depth allows me to provide accurate information and troubleshoot effectively for customers at Sunlighten.

A great Customer Support Representative excels in communication skills, possesses empathy, and has strong problem-solving abilities. They should be passionate about helping customers and committed to continual improvement in service delivery.

I believe in open communication and sharing insights with my team. By holding regular meetings to discuss challenging cases and sharing successful tactics, we can collectively improve our service approach and enhance the customer experience.

In a previous position, I assisted a customer facing technical issues with a product. I calmly walked them through troubleshooting steps and documented the process. I escalated the issue to our technical team when necessary, ensuring the customer was informed throughout.

My primary motivation in customer service comes from the satisfaction of resolving customer issues and improving their experiences. Knowing that my efforts can significantly impact someone’s day, particularly through health and wellness solutions at Sunlighten, inspires me to excel.

During busy times, I prioritize tasks, take short breaks to maintain focus, and reach out for support when needed. Staying organized and maintaining a positive mindset greatly helps in managing stress effectively.

I want to work for Sunlighten because I am passionate about health and wellness solutions and am excited to contribute to a company that is leading innovation in this field. The collaborative team environment and commitment to customer satisfaction resonate with my personal values and career goals.