Customer Service Representative

About this Opportunity :

As a Customer Service Representative, you will provide basic technical support and assistance to customers via e-mail, phone, or chat.

Additionally, address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance.

As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

For External Candidates :

Candidates must work in-office at one of the following locations for at least 3 days per week : Omaha, NE; Sacramento, CA; Hebron, KY

For Internal Candidates :

All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply.

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 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

Performs other duties as assigned by supervisor

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

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

Obtains Orion Industry Certification

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

LI-AP1

LI-Onsite

LI-Hybrid

Salary Range : $17.37 - $24.46

$17.37 - $24.46

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience.

In addition, Orion offers a competitive benefits package which includes 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.