Customer Service Representative
XPEL
Job Summary: The Customer Service Representative provides inbound phone support, technical support and order management to their respective customers. They also provide outreach to existing customers. 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
- 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
- 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
- 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
- High School Diploma
- 2 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
Vacancy posted 3 days ago
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