Customer Service Representative

General Overview:

Customer Service Representative (CSR) located in Woodbury, MN serves customers by providing product and service information; assists with answering customer product questions, facilitates troubleshooting common issues with products, and assists with initiating warranty requests. CSR will engage with customers via several channels including phone, email, chat and other sources.

Compensation: $19-$21 per hour DOE.

Overall Responsibilities:

• Gain a thorough understanding EcoWater System products and systems
• Greet customers in a warm and friendly manner
• Answer inbound calls, emails and chats in a timely and efficient manor
• Identify customers' needs quickly, clarify information effectively, research and provide solution to customer
• Respond to customer inquiries regarding products and service questions; suggest information about other products and services
• Resolve product or service problems by clarifying the customer's issue, determining the cause of the problem; selecting and explaining the best solution to solve the problem; following up to ensure resolution
• Escalate product or service issue as needed for additional troubleshooting
• Verify product information for warranty purposes
• Place warranty and parts orders
• Additional duties may include:
• Assist in writing knowledge articles for frequently asked questions and troubleshooting
• Participate in product testing
• Other duties as needed

Skills and Competencies:

• Strong candidates will have good problem-solving skills that lend to helping customer troubleshoot product issues
• Strong customer service skills
• Strong
• Ability to work any shift that falls within 7:30am and 5:30pm.
• Strong oral and written communication skills
• Basic computer skills
• Ability to problem solve
• Ability to manage escalated customers
• Ability to be a quick thinker, research and troubleshoot
• Ability to guide a customer through an issue in a thoughtful organized process

Qualifications:

• High School Diploma or equivalent
• Prior contact center experience receiving inbound and outbound calls, emails, and chat (min of 2 year)
• Prior technical or mechanical customer service preferred