*Summary*
Provide excellent customer service and Technical support to maintain and enhance existing business and to obtain new business opportunities.
This requires that the Technical Services Representative takes a personal accountability for all means of communication- including phone calls, chat and e-mail.
This position is responsible for providing technical support to all customer types, including Homeowners, Distributors, Contractors and Specifiers- in a professional, courteous and articulate manner.
*Responsibilities*
* Demonstrates the ability to adjust communication approach to accommodate the style of the key influencers- Homeowners, specifiers, contractors & distributors- communicating technical information in a clear, articulate and concise manner
* Assist customers, sales representatives, and other business partners with technical support related to product installation, troubleshooting and applications.
* Meet Key Departmental Metrics of 95% Customer Experience Metric, 24 hrs or less response/ follow-up time on inquiries.
* Process and resolve RMA requests in a timely manner- by taking ownership of the request and leading it through necessary channels to timely resolution.
* Identify additional business opportunities through project consulting; leveraging knowledge of construction industry trends; green build, environmental issues, water conservation.
* Track product related data for trend analysis and recommended solutions, recurring product issues, and questions-- then share the findings with other NDS Team members including Engineering, Sales, Research and Development, Customer Service, QA and Production.
*Position Requirements*
* Ability to handle a heavy workload- including phone calls, e-mails and other requests in a timely and professional manner
* Effective written and verbal communication skills
* Strong interpersonal and motivational skills are required
* Call center or customer service experience highly preferred
* Strong customer service skills with a focus on problem-solving
* Ability to read CAD drawings & plans preferred
* Some college or construction experience preferred
* Must be a self-starter with the ability to work under minimal direction while keeping manager informed of successes and critical issues
* Must possess effective problem solving and decision making skills
* Ability to establish, improve and maintain processes
* Must be able to adjust work schedule to accommodate changing business needs.
The department is staffed from 5am PST to 5pm PST M-F and Saturdays may be required.
* Proficient in Microsoft office suite
Job Types: Full-time, Temporary
Benefits:
* On-the-job training
* Work from home
Shift:
* 8 hour shift
* Day shift
Weekly day range:
* Monday to Friday
Work setting:
* Call center
* Hybrid work
* Office
Education:
* High school or equivalent (Required)
Experience:
* Customer service or Call Center: 3 years (Preferred)
Ability to Commute:
* Visalia, CA 93291 (Required)
Work Location: Hybrid remote in Visalia, CA 93291
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