Customer Service Associate

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.