Job Description
Orion is a company that values support and accountability among its team members. They are seeking a Customer Service Representative to provide technical support and assistance to customers via various communication channels, ensuring timely and courteous responses to inquiries and issues.
Responsibilities
- Answer incoming customer telephone calls in a courteous and professional manner
- Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
- Provide customers with preventive maintenance and configuration recommendations
- Record and route customer requested changes in an appropriate manner
- Escalate more complex inquiries to a higher-level support team
- Answer customer inquiries and provide accurate technical and/or product-related information
- Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
- Follow up with customers consistently when necessary
- Obtain customer feedback openly and without judgement
- Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
- Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
- Organize and maintain case assignments and correspondence
- Maintain working knowledge of products and/or services
- Stay up-to-date on industry terminology
- Stay current on internal company communications
- Prepare correspondence for company ticketing system as needed
- Able to use one’s time effectively and productively
- The ability to find quick and clever ways to overcome difficulties
- Ability to prioritize and manage multiple tasks
- Maintains prompt attendance and timeliness
- Respond to all employee inquiries via all company media
- Work under close supervision of the Client Service Manager(s)
- In office work dependent upon the company’s needs
- Occasional on-call weekend coverage may be required
- Mandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlog
- Performs other duties as assigned by supervisor
Skills
- Has a high school diploma or equivalent
- Has minimum of 6 months of customer service or call center experience required, preferably in technical support
- Has ability to multi-task while maintaining careful attention to detail
- Possess ability to work effectively both individually and within a team environment
- Works with a sense of urgency to meet deadlines and address competing priorities
- Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
- Has effective written, listening, and verbal communication skills
- Has effective problem solving and organizational skills
- Possess a basic understanding of the organization's products and services
- Is proficient on Windows OS, internet savvy
- Obtains Orion Industry Certification
- Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization
Benefits
- Health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- Paid parental leave
- Pet benefits including pawternity leave and pet insurance
- Student loan repayment and more
Company Overview
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