Description
Dex Imaging is a leading provider of document handling equipment and services with multiple offices and locations throughout the United States.
The Tier 1 FULL TIME ON SITE Customer Service Representative answers customer questions and requests for supplies, service and troubleshoots 1st level technical issues via inbound calls, voice mails, emails and alerts.
Tier 1 is responsible for positively building and maintaining excellent customer service through technical support, clear and concise communications and follow up with customer on company schedule, requested lead and delivery times.
Duties and Responsibilities
Communicate effectively with internal and external customers
Identify the customers need and respond appropriately and efficiently with a sense of urgency
Field Calls and quickly transfer to the correct department
Work with Tier 2 team to seamlessly pass escalated customer technical issues quickly and efficiently
Track, route, and escalate unresolved issues to Management
Follow established guidelines specific to each customer call
Locate, confirm, and document appropriate information, which may entail multiple systems
Remain current on constant process updates and technology used within the company
May utilize multiple communication channels including but not limited to telephone, fax, email, online chat, etc. to assist the client
Performs other duties as directed by management
Communicate clearly and concisely both in oral and written form
Perform duties with awareness and in accordance with the organization's policies and applicable laws
Experience and Qualifications
- High School Diploma : or two years to three years related experience and / or training; or equivalent combination of education and experience.
- Experience in a call center environment a plus.
- Must be ON SITE M-F 8am -5pm
- Knowledge of Word Processing software; Spreadsheet software; Order processing systems and Contact Management systems
- Ability to empathize with customer is critical
- Experience in Customer Service
- Ability to work in a fast-paced environment
- Ability to multi-task (i.e. talking and typing simultaneously)
- Possess organizational and time management skills
- Proficient in Microsoft Office (Word, Excel, Outlook) and basic internet skills
- Demonstrate professional verbal and written communication skills
- High degree of initiative, mature judgment and discretion
- Ability to navigate through multiple systems
Dex Benefits
- After 90 days, accrue paid time off
- After 60 days, eligible for 401K, health benefits (Medical, Dental, Vision & Life)
- Paid holidays
- After 1 year eligible for Profit Sharing
DEX Imaging is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state, or local law.
DEX Imaging promotes affirmative action for minorities, women, disabled persons, and veterans.
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