Customer Support Representative

Position Overview

Under the direction of the Technical Support Supervisor, the Customer Support Representative handles a high volume of customer contacts through phone, email, and chat. Agents perform technical troubleshooting and a variety of customer technical support duties in accordance with company policies and procedures. This is a non-supervisory position. Responsibilities Provide Outstanding Service to Dealers, Consumers, and Service Providers:

• Maintain good attendance and adherence to schedule.
• Answer and respond to a high volume of phone calls, emails, and chat contacts from customers in need of technical support.
• Support multiple queues.
• Follow posted protocols and diagnostics to help troubleshoot and resolve problems in a cost-effective way.
• Create parts orders; dispatch service technicians; collect billing information.
• Document and maintain comprehensive customer case records.
• Efficiently utilize tools and resources
• Achieve and maintain posted KPIs including but not limited to contacts, order accuracy, availability, and quality.
• Promote a positive and collaborative team atmosphere with co-workers.
• Build and maintain working knowledge of products.
• Complete all required training and ongoing education.
• Other duties as assigned