Customer Support Representative

The Customer Support team member has mastered and can perform all the skills necessary to provide high quality customer service and builds upon the relationship with the customer by preparing standard reporting for the customer and following up to make sure all work orders are current and in good standing. The Customer Support member can handle first level escalations from the technicians for technical support and pricing negotiations. Good documentation and communication are imperative. 

Essential Functions
•    Follow-up on outbound
•    Manage daily a minimum of 42-60 follow-up from workload report: inclusive of quote follow-up, completion of work orders and issue resolution
•    Quoting/change orders to customer
•    Manage inbound/outbound phones
•    Meet or exceed minimum required standards for the job
•    Maintain an Hours Earned calculation of 95% or greater monthly
•    Maintain phone availability time greater than 82% daily
•    Log into phone system and GP with agent ID within 5 minutes of start of shift.  Log out of phone system and GP no more than 5 minutes before end of shift
•    Log out of GP prior to punching out daily
•    Dispatch 95% of orders assigned to you within customer SLA or 8 hours, whichever is earlier
•    Maintain a Quality Assurance score of 95% or above department standard each month
•    Margin management.  No more than 5 daily service tickets under 15% on labor margin report
•    Achieve a labor margin rate above current company goals on all non-warranty and non-RMA order types
•    Work order setup for invoicing
•    No more than 10 service tickets weekly over 14 days from complete not ready to invoice
•    Follow the Work Order completion process
•    Update third party websites
•    No more than 15 daily service orders where the scheduled (completion) date with customer does not match Bass software ‘response date
•    Understand system date to help internal and external customers.  Must meet or exceed Team Lead weekly service audit review
•    Utilize system software with SOP
•    Assist in field service issue resolution
•    Follow the RMA creation and resolution process
•    Provide excellent Customer reporting and Customer Communications
•    Maintain Subcontractor communication and partnership.  
•    Respond to customer emails and inquiries within 24 hours of receipt 
•    On Call and Weekend Shifts as Required
•    Other relative duties as assigned

Minimum Qualifications
•    Associate’s Degree, or an equivalent combination of education/experience 
•    Current and valid US driver’s license preferred
•    At least 3 years of experience in similar position

Knowledge, Skills and Abilities 
•    Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
•    Ability to write routine reports and correspondence
•    Ability to speak effectively before groups of customers or employees of organization
•    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
•    Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
•    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
•    Ability to deal with problems involving several concrete variables in standardized situations
•    To perform this job successfully, an individual should have knowledge of Word Processing software; Spreadsheet software; Internet software; e-mail; Database software and Contact Management systems

Physical Demands 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear and see. The employee frequently is required to stand; walk; use hand to handle or feel; and reach with hands and arms. 

Work Environment  
This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. May occasionally require driving to project sites.

Qualification Requirements 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EOE Minorities/Females/Disability/Veterans; VEVRAA Federal Contractor
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.