Job Description

Scope/Responsibilities:

• A strong passion for customers.
• Excellent interpersonal and communication skills.
• Assist our consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support.
• Re-route customers to other areas of support and departments based on product inquiries.
• Educate customers on cost effective and correct use of our products.
• Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.
• Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.
• Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.
• Participate in testing with internal IT support to provide feedback on internal systems.
• Respond to customer inquiries and/or complaints regarding the company’s product or services.
• Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.
• De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.
• Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.
• Access and assist with continual update of internal knowledgebase.
• Offer ideas for product improvements based on interactions and customer feedback.
• Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.
• Complete, investigate and respond to customer order/billing inquiries.
• Take, investigate, de-escalate, and solve customer complaints.
• Understand competitor product for our Universal devices.
• Refer customers to local dealers for extra support when needed.
• Respond to e-mail/chat communication from leadership/customers.
• Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.
• Meet and support department goals and objectives.
• Assist management as needed/other duties assigned.
• Trained on Aladdin and Bench Sentry basics to provide customer support.
• Provide feedback reports to leadership on other team members for coaching/refreshers.
• Be educated on products no longer manufactured/with obsolete parts.
• Understand motor/rail/unit details to determine replacements of such.
• Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.
• Educated on connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.
• Educated on Bench Sentry products to offer troubleshooting/programming support.
• Answer help desk calls from internal customers (other agents). Provide support to de-escalate and resolve customer and agent issues.
• Complete administrative tasks such as postal, e-mail, and fax documentation sent from customers.
• Complete Level 3 callbacks.
• Review email – add documents of proof of purchase and customer inquiries to Oracle CX.
• Assist with standard call queues when short on staff.
• Assist with closing duties for management when needed.
• Offer floor support for new hires.
• Be trained on basic computer malfunctions to assist new hires.