Customer Support Representative
Prosource - Cincinnati, OH
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Job Type Full-timeDescriptionProsource, the region's leading business technology solutions provider, has been awarded a Top Workplaces 2023 honor by The Enquirer. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC. The anonymous survey uniquely measures 15 drivers of engaged cultures that are critical to the success of any organization: including alignment, execution, and connection, just to name a few. Major Goals and Responsibilities :Support the needs of our external and internal customers. RequirementsEssential Activities :Incoming Customer Calls/Support Emails (60%)Answer incoming customer calls for service, supplies, and all other inquiresVerify customer information for accuracyCalculate AMU (average monthly usage) on equipment for shipping of suppliesPlace service calls for equipment in or out of territory Create return to stock request for consumables being returned by our customersSupport Service Technicians with opening or closing service callsAnswer internal and external customer questions regarding status of accountsSpecial projects as assignedMeter Reads/Billing (40%)Obtaining Monthly Meter Reads from Customers; phone, email or automatedAnswering Service Invoice QuestionsPeople Managed :NonePrimary People Contacts :AssociatesManagement TeamCustomers and ProspectsBehavioral Traits, Attitudes and Skills Required :ConfidentialityProductive with strong time management skillsAbility to assess tasks due to time constraints and prioritiesStrong work ethic and dedicationWell organizedAttention to detail and works well with repetitive dutiesPositive attitudeGood communication skills; know when to escalate to the next levelGood problem-solving skills; ability to trouble-shoot and anticipate problemsPunctual and dependablePleasant and courteous phone manner; empatheticAbility to multi-task and be flexibleWant to understand "why" and ask questions to gain knowledgeTeam playerAll tasks will be carried out ethically, legally and professionallyPrerequisites (i.e. education, experience): The candidate for this position will possess a high school education. A college degree is considered an advantage.Prior experience in office environment preferred.The candidate must have proficient computer skills and knowledge of Microsoft Software experience. Polished appearance and demeanorValid driver's license Physical Requirements: Must be able to work full time.Must be able to sit, stand or stoop for long periods of time.Must be able to lift 20 poundsMust be authorized to work in the United States on a full-time basis for an employer without restriction.Toughest Part of the Job: Managing a balance between several different tasksFrequent interruptionsMaintaining empathy when communicating with our customers - internal and externalCompensation Methods: Base hourly rate and potential bonus based on performance.
Created: 2024-09-21