Customer Support Services Representative (Naperville, IL)

Job Description

Job Description

Company Overview :

Track Group Inc., a global leader in the provision of advanced electronic monitoring and supervision is committed to delivering a superior portfolio of reliable, advanced electronic monitoring and tracking intervention monitoring products and services to the criminal justice / corrections market.

For over 27 years, we have been providing our global clients with the industry's most reliable location tracking devices, complemented by flexible software analytics, and app-driven monitoring solutions along with multi-levels of support services.

With multiple offices including the Greater Chicago Area, Indianapolis, Santiago, Chile, and Canada we have a proven record of success leveraging new tracking technologies to create valuable solutions for our customers.

Job Description : Customer Support Services Representative

A Customer Support Services (CSS) Representative handles a variety of customer service needs. This includes but is not limited to assisting with technical issues, answering inbound / outbound calls, assisting with orders and returns of equipment, distributing reports and creating and managing trouble tickets.

The position requires communication with government officials and other similar individuals in the public safety / community supervision industry and it is required that the CSS Representative have excellent interpersonal skills to help build effective customer relationships.

They should be accommodating and courteous on the phone, while remaining task-oriented and proficient in problem solving.

In doing so, they will need to pay significant attention to detail to ensure accuracy and efficiency in providing the utmost customer service.

Identify, troubleshoot, and resolve customer issues and concerns regarding hardware, software and other general subjects;

escalate issues when necessary. This will be done in a timely manner via telephone, e-mail and may occasionally involve on-site assistance.

• Manage customer trouble tickets from start to finish, while consistently maintaining communication between the customer and appropriate Track Group staff.
• Produce, review, and distribute various reports for current customers within the required timeframes on a daily / weekly / monthly basis dependent on the customers’ needs.
• Demonstrate and maintain a positive and professional attitude, actions and attire that promote confidence in Track Group products and services both internally and externally.
• Assist the Logistics Administrator when necessary. This includes but is not limited to reporting and assisting with Lost equipment, assisting with entering customer’s orders, assisting with and processing Return of Merchandise Authorizations (RMA) and providing assistance in the evaluation of ordered / returned equipment.
• Attend and participate in ongoing scheduled meetings and trainings. Consistently work in tandem with software and hardware technicians to maintain role knowledge and customer satisfaction.
• Flexibility to constantly evolving business demands and projects.
• Commitment to ensuring the team succeeds with all tasks, updates, duties, and projects; as well as a willingness to help team members in need.
• Keep team and supervisor informed of new trends, issues, and suggestions for improvement within the scope of the position.
• Ability to work and assist with other departments within Track Group to ensure customer satisfaction and company goals are met in a timely manner.
• Open office environment.
• Ability to work independently and with team members.
• Mainly telephone and e-mail support, with the occasional on-site need (with customer or at our call center).
• Frequent extended periods of sitting.
• Excellent organizational, completion and time-management skills.
• Ambitious and Efficient; works well in a fast-paced environment and a quick learner.
• Excellent Communication Skills (internally & externally) promoting teamwork and customer retention.
• Customer service experience with technical support background preferred.
• Possess an analytical and problem-solving mindset, with a focus on customer service and attention to detail.
• Duties and Responsibilities are subject to change upon business requirements.

Requirements

• Previous experience with Cellular / GPS technology preferred.
• Technical / Computer Software Proficiency Required. This includes but is not limited to :

o Microsoft Office

o Google Chrome, Internet Explorer Etc.

o Understanding of troubleshooting technical / computer / cellular issues remotely.

o Experience with IT ticketing systems preferred.

• High School Education or Equivalent Required.
• Bilingual Spanish Speaking (optional).
• Organized and detail orientated.

Benefits

• Generous amounts of time away from work to promote a healthy work-life balance. We offer unlimited paid vacation days in addition to 11 major holidays per year.
• Access to Medical, Dental and Vision insurances with company contributions for you and any covered dependents.
• Life Insurance, Short-Term Disability Insurance and an Employee Assistance Program provided to you at the company's expense.
• Ability to contribute to a company sponsored 401(k) retirement plan with company match on your contributions.
• Opportunities for growth along our clearly defined Career Path, including mentorship and leadership development programs to help you achieve all of your career goals.

Track Group Inc is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination. All qualified applicants will receive consideration for employment without regard to race, color, age, religion or belief, marital status, pregnancy status, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)