Customer Service Associate

Job Description

Job Description

Job Title : Customer Service Representative

Industry : Wireless Equipment

Position Summary :

We are seeking a Customer Service Representative for our Wireless Equipment company. The ideal candidate will possess prior knowledge and skills in Salesforce and 1-3 years of professional experience in customer service-related work.

Responsibilities include fielding phone calls, managing order / fulfillment processes, responding to customer inquiries, providing in-house Level I technical support to customers, and assisting with renewals, returns, and replacements for existing customers.

Responsibilities :

• Field phone calls and emails, responding to customer inquiries promptly and professionally.
• Manage order / fulfillment processes from order placement to delivery, ensuring accuracy and timeliness.
• Qualify new orders for completeness and accuracy.
• Follow up with assigned accounts to ensure a high level of service is being delivered.
• Develop knowledge of Tier 1 Troubleshooting protocols to assist customers with basic technical support needs.
• Document all customer interactions (orders, returns, emails, calls, etc.) accurately in Salesforce and in accordance with established procedures.

Education and Experience :

• An associate degree or GED / high school diploma with equivalent work experience is required.
• 1 3 years of professional experience in customer service-related work.
• 1-2 years of Salesforce software experience.

Knowledge, Skills, and Competencies :

• Salesforce experience is required.
• Enthusiasm for and positively representing the company's mission, goals, and culture.
• Motivated, proactive, and organized self-starter able to wear many hats.
• Strong interpersonal skills and ability to contribute to a collaborative team environment.
• Strong communication skills, both written and oral.
• Ability to remain professional under pressure and defuse escalated customer situations.
• Aptitude for making technology options understandable.
• Ability to follow multi-level processes accurately and within standard timeframes.
• Demonstrated time management and prioritization skills with a high level of productivity and accuracy.
• Proficient with Microsoft Office Suite (Word and Excel).
• Experience with customer relationship management systems (Salesforce) preferred.
• Experience with back-office systems (billing, call center, etc.) is a plus.
• Bilingual (Spanish) is a plus.

Physical Demands and Work Environment :

• Work environment is an office environment.
• Must be able to sit at a workstation and concentrate on viewing computer screens for extended periods of time.
• High utilization of office equipment, phone, computer, fax, etc.

Company Description

Your Complete Satisfaction is Our Number One Goal

Since 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.

Company Description

Your Complete Satisfaction is Our Number One Goal r nSince 1978, we have specialized in supplying temporary and direct hire staffing to Rhode Island corporations of all types - including banks, hospitals, manufacturing firms, colleges, professional and legal firms, and governmental agencies.