Technical Customer Service Rep

Technical Customer Service Rep Job Description Template

Our company is looking for a Technical Customer Service Rep to join our team.

Responsibilities:

  • Respond to all customer correspondence and voicemails within established Service Levels;
  • Demonstrate very high levels of organization and timeliness in all forms of internal and external responsiveness;
  • Work closely with Sales, Field Service, Quality Assurance, Product Development and Accounts Receivable to ensure issues are escalated and resolved;
  • Explain and administrate company policies and procedures (e.g., warranty, parts credit, return, etc.);
  • Record detailed information into a work order/service ticketing system for all calls/e-mails;
  • Escalate back order parts request, per policy to determine parts availability to accurately customer;
  • Reading and using schematics to help provide general technical assistance;
  • Manage and follow-up with inquiries from the TRUE Fitness Inside/Outside Sales Staff.

Requirements:

  • Experience in a customer service call center setting;
  • Customer focus, ability to multi-task, problem solving, drive for results;
  • Experience working in a collaborative environment;
  • Experience with call center software;
  • Post high school education.