Customer Service Support Representative

Overview

The Customer Service Support Representative (CSSR) will be able to perform all the duties of an Associate CSSR, while in addition providing customer support for a wide variety of customer related issues; to include assistance with service and supply billing questions and demonstrating a comprehensive knowledge of customer service and other assorted customer inquiries to achieve total customer satisfaction.

Responsibilities

• Responsible for the timely and accurate processing of supply orders and service call issues over the phone and through email communications.
• Supports SBS customers with product-related questions and concerns.
• Responsible for customer service support issues including billing, order status and customer inquiries.
• Applies general query skills to determine reason for call to route the problem to the appropriate party.
• Learns intermediate knowledge of the current ERP system for processing phone and email requests.
• Daily interaction with various industry specific software.
• Applies thorough details and pertinent call information to the field teams to ensure complete customer satisfaction.
• Logs and returns all voice message calls daily; documenting all required. information into database and owning the call to ensure thoroughness and timely resolution to reach customer satisfaction.
• Works closely with all departments within the operations department and levels of management escalating problems and concerns when necessary.
• Performs general customer service-related work in support of organizational goals and objectives and tactical operations.
• Knowledge and understanding of Sharp products and services to provide support to others within the department when needed; in addition, when appropriate, be able to identify sales opportunities and generate sales leads with customers to increase sales and marketing potential within the branch.
• Other duties as assigned.

Position Requirements

• High School Diploma or equivalent required.
• 2-5 years of experience in a customer service environment; call center support experience preferred.
• Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook).
• Exceptional verbal (especially telephonic) and written communication skills.
• Excellent customer service skills including a customer focused attitude.
• Excellent reading comprehension and mathematical skills
• Excellent organizational skills: effective time management skills which must include attention to detail.
• Possess the ability to be self-starting and understand the need for achievement of tasks in pursuit of goal satisfaction.
• Ability to prioritize job responsibilities in a dynamic fast paced environment.
• Proficient data entry skills

Employee Perks

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support. Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter.

The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.

Compensation Statement $40,800 - $59,950 USD

• As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process.
• These tools are used to support, and not replace, human decision-making.
• We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

• All applicants must be authorized to work in the US without sponsorship.
• All applications must include compensation expectations in order to be considered.
• Local candidates only, please.