Job Title: Customer Service Representative, 2nd shift/Bilingual

SUMMARY: Under general supervision, performs a wide variety of non-routine tasks involving the coordination of customer service inquiries and problems in a call center environment. Reviews customer problem and initiates action for repair, replacement/return or field service; or refers highly unusual situation to higher authority for review and reconciliation. Must be able to perform the essential duties and responsibilities with or without reasonable accommodation. The duties and responsibilities may change from time to time without notice and include but are not limited to the duties described below.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answers and responds to telephone inquiries about products and services. Gathers information from internal experts about product capabilities relative to specific customer needs. Reviews customer inquiries, problems, requests, and suggestions and initiates action for repair, replacement, return or field service as guided by customer service policies. Coordinates repairs and technical support with field personnel, program management and planning departments. Responds to customer service inquiries including: tracking of customer returns, warranty information, billing problems, etc. Promotes products and services as appropriate. Processes service orders and prepares necessary and appropriate correspondence regarding same. Maintains, logs, records, and files. Performs other clerical support duties as required/directed by supervisor. Cultivates, improves and sustain relationships with customers and ensures customer satisfaction by following up with customers and Field Technicians through service completion. Provides informative proactive feedback to management regarding any customer service issues/problems.
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Qualifications:
EDUCATION and/or EXPERIENCE:
High School graduate. Two (2) to four (4) years experience in customer service environment, preferably in high technology manufacturing industry. Must be computer literate and be proficient knowledge of Microsoft Office applications (Word, Excel, PowerPoint, etc.). Knowledge of MRP and CRM systems required.


OTHER SKILLS AND ABILITIES:
Must possess excellent communication skills with ability to exchange information and interface effectively with employees and/or customers clearly and concisely. Must have ability to perform multiple activities simultaneously and execute effectively under strict time constraints. Must be Bilingual/Spanish. Position requires a team player with professional maturity.

Equal Opportunity Employer - minorities / females / veterans / individual with disabilities / sexual orientation / gender identity