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Customer Support Representative

Customer Support Representative

ABI AttachmentsMishawaka, IN, US
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Job Description

Job Description

Salary : Competitive Market Value

Basic Function :

The Customer Support Representative is responsible for nurturing customer relationships through professional and positive problem-solving, communication, and efficient support case management.

Activities & Responsibilities :

  • Provide ongoing customer support and problem resolution for ABI product owners and users.
  • Build and maintain healthy emotional relationships with customers in an effort to encourage future engagement and sales.
  • Leverage oral and written communication skills both internally and externally.
  • Quickly and efficiently process product orders and resolve parts order cases.
  • Maintain best customer support practices to all customers by utilizing excellent, in-depth knowledge of company products and programs.
  • Follow up with Customers post-delivery to ensure satisfaction and coordinate communication with more senior-level Customer Support team members when necessary.
  • Respond to incoming phone calls for support during normal work hours and assigned after-hours shifts to manage any customer support issues.
  • Accurately and timely document all customer interaction, ensuring that customer files are up to date and with pertinent information.
  • Assist with completion of warranty claims, no charge product request, request to ship, and product return forms to ensure compliance with company policies.
  • Provide support to all ABI staff regarding product questions, orders, modifications, and applications.
  • Projects and other duties as assigned.
  • Answer & Route Phone Calls :
  • Professionally and enthusiastically answer phone calls and route them appropriately throughout the business, serving as an integral intermediary between the public and the ABI team.
  • Answer multiple incoming calls almost simultaneously.
  • Create cases for the Customer Support Team.
  • Utilize ABIs CRM (business software) to discern the callers context and document all pertinent activity.
  • Identify and properly escalate priority issues while seeking to reassure and emotionally deescalate customers.
  • Act as a gatekeeper, providing a kind and professional filter to streamline or divert calls in a manner consistent with ABI brand story and core values.
  • Emotionally engage, empathize with, and serve callers, assisting with their needs even if not ABI related.
  • Manage Company Mailings
  • Process catalog requests.
  • Ensure catalogs and mailings are properly labeled, posted, and routed correctly.
  • Manage company postage machine and supplies
  • Create & Maintain Customer Records in Database :

Create new and update existing customer records with accurate contact and request follow-up details, in accordance with ABIs rotation assignment policy. This lead entry function serves as a backup role to the primary lead entry staff member and enters marketing lists data as it becomes available.

Skills & Qualifications

  • Mechanical skill set and / or outdoor equipment knowledge
  • Excellent oral and written communication skills required
  • Affinity for and / or experience with outdoor work industries
  • Must have unwavering integrity and positivity
  • Must be emotionally intelligent, a humble contributor to group goals and company needs
  • Must be a self-motivated and driven learner with a desire to grow and be developed
  • Must be willing to participate in ongoing education
  • Must be proficient utilizing computers, mobile devices, and core office applications
  • Advanced ability to manage multiple tasks and projects
  • Developed ability to identify, analyze, and resolve problems

    • Education & Experience :

  • GED, Diploma, Degree or Equivalent
  • Minimum of 2 years of experience in a direct customer support capacity

    • Physical Requirements :

  • Must be willing to work in-house
  • Must have the ability to safely lift 40 pounds
  • Must have the ability to stand, sit, and / or see a screen for a full work shift
  • Ability to talk or hear to communicate with others via phone, in-person, and / or computer
  • Ability to listen to customers / vendors / colleagues, problem solve, and respond accordingly
  • Must be legally authorized to work in the United States
  • Ability to read, write and speak English fluently

    • Environmental Conditions & Travel :

  • The employee is exposed to manufacturing and warehouse environments with moderate to loud noise as well as office environments with moderate noise.
  • The employee is required to wear suitable Personal Protective Equipment while working in the warehouse or manufacturing environments.
  • Travel : Less than 5%.
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    Customer Support Representative • Mishawaka, IN, US