Hybrid Customer Service Representative

at Orion

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Junior
• Salary: $18 - $26 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Greater Omaha Area, United States

About the role

• Customer Service Representative providing technical support and assistance to customers via multiple channels. Addressing inquiries on installation, troubleshooting, and maintenance with a customer-centric approach.

Responsibilities

• Provide basic technical support and assistance to customers via e-mail, phone, or chat
• Address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance
• Answer incoming customer telephone calls in a courteous and professional manner
• Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
• Provide customers with preventive maintenance and configuration recommendations
• Record and route customer requested changes in an appropriate manner
• Escalate more complex inquiries to a higher-level support team
• Answer customer inquiries and provide accurate technical and/or product-related information
• Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
• Follow up with customers consistently when necessary
• Obtain customer feedback openly and without judgement
• Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
• Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
• Organize and maintain case assignments and correspondence
• Maintain working knowledge of products and/or services
• Stay up-to-date on industry terminology
• Stay current on internal company communications
• Prepare correspondence for company ticketing system as needed
• Able to use one’s time effectively and productively
• The ability to find quick and clever ways to overcome difficulties
• Ability to prioritize and manage multiple tasks
• Maintains prompt attendance and timeliness
• Respond to all employee inquiries via all company media
• Work under close supervision of the Client Service Manager(s)
• In office work dependent upon the company’s needs
• Occasional on-call weekend coverage may be required
• Mandatory overtime may be required on a monthly basis.

Requirements

• Has a high school diploma or equivalent
• Has minimum of 6 months of customer service or call center experience required, preferably in technical support
• Has ability to multi-task while maintaining careful attention to detail
• Possess ability to work effectively both individually and within a team environment
• Works with a sense of urgency to meet deadlines and address competing priorities
• Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
• Has effective written, listening, and verbal communication skills
• Has effective problem solving and organizational skills
• Possess a basic understanding of the organization’s products and services
• Is proficient on Windows OS, internet savvy
• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization.

Benefits

• Health, dental, vision, and disability coverage on day one
• 401(k) plan with employer match
• Paid parental leave
• Pet benefits including pawternity leave and pet insurance
• Student loan repayment and more.