Customer Service Representative - Awning

At Awning, we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. We're looking for a highly skilled customer service representative with moderate technical proficiency to join our team and to handle inbound and outbound phone calls, and email requests using a friendly, helpful approach. 

The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, the representative will be integral in reinforcing our reputation for exceptional customer service. Configuring and packing ordered devices will also be a portion of the role.

Objectives of this role

• Manage a large volume of inbound and outbound calls, and emails with knowledge and efficiency
• Identify and address customer needs, with a goal of total satisfaction
• Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers
• Follow company guidelines and procedures for communications with minimal supervision
• Recommend improvements to company processes for efficiency

Responsibilities

• Build expert, dynamic knowledge of the company's products and services
• Conduct research with available resources to satisfy customer inquiries
• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
• Respond quickly, professionally, and accurately to customer inquiries regarding orders, status, complaints, returns, and warranties
• Configure devices using internal tools based on customer specifications
• Pack orders for devices and accessories.

Required skills and qualifications

• High school diploma or equivalent
• Moderate technical skills
• Strong communication skills, including active listening and clear articulation
• Ability to solve problems, alleviate conflicts, and escalate tactfully
• Ability to work individually and as a team member

Preferred skills and qualifications

• Experience with Zendesk and/or Confluence
• Basic networking and serial communication knowledge
• Familiarity with medical devices such as vitals monitors

Job Type: Full-time, Part-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Required)

Work Location: Remote