Customer Service Representative 1

In this role, you’ll get to:  

• 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 Zendesk   

• Organize and maintain file system, tickets assign to self and all correspondence.  

• Maintain working knowledge of products and/or services 

• Prepare correspondence for company ticketing system as needed 

We’re looking for talent who:  

• Has a high school diploma or equivalent

• Has minimum of 6 months of customer service or call center experience required, preferably in technical support

• Possess a basic understanding of the organization’s products and services 

• Is proficient on Windows OS, internet savvy

• Obtain Orion Industry Certification 

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization