Technical Service Representative - 2 Needed

Technical Service Representative

A local company is seeking Technical Service Representatives who will be responsible for handling and resolving all customer and end user inquiries. Work hours are Monday through Friday 8 a.m. to 5 p.m.; however, overtime may be required during their busy season.

Job Duties:

• Deliver world class customer service by responding to users and customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function
• Recognize quality issues versus user error consistently and accurately on various installed and portable heaters
• Provide fast and accurate support to any assigned contact us email requests coming from the company website
• Respond to inbound phone calls, provide technical solutions to all questions and inquiries, and recommend solutions to customer inquiries and issues
• Identify and recommend technical based opportunities to enhance value proposition through product performance and customer service, and demonstrate the ability to explain product information in an organized, clear, and concise way
• Provide answers to consumers by identifying problems; research answers; guide clients through maintenance and corrective steps
• Enter orders and RMA's in SL9/Information operating system and process credit card orders through the Magento web-based operating system or by processing on an internal website
• Display professionalism when representing the company in the field at customer sites, training events, and trade shows
• Log and document all customer, distributor, and field technician inquires in company software to support requirements of the internal quality program
• Occasionally assist marketing to create assets including sell sheets and images and with internal web team to provide content, images, and marketing support for any web initiatives
• Communicate with parts specialist to help advise internal stock, and stock levels of service parts
• Offseason projects can include taking technical calls for outdoor power equipment, occasional re work projects at our distribution center, and specialized training classes on all hearth products
• Perform other duties as required