Customer Service Representative at Sourcefit

Position Summary:

The Customer Service Representative serves as the vital link between our external customers and internal technicians. Primarily responsible for handling customer service tickets via our Freshworks system, the role focuses on efficient data entry and exceptional communication. This role ensures that customer requests are accurately and promptly translated into actionable service tasks in our E-automate system for technicians to fulfill. The position is predominantly administrative and is key to maintaining effective customer relationships and efficient internal workflows.

Job Details:

• Work from Home
• *Following US Holidays

Possible Shifts:

• Mondays to Friday | 8 AM to 5 PM (EST)
• Mondays to Friday | 8 AM to 5 PM (PST)
• Mondays to Friday | 8 AM to 5 PM (MST)
• Mondays to Friday | 8 AM to 5 PM (CST)

Responsibilities:

• Promptly and professionally answer incoming calls, epitomizing a customer-centric approach.
• Actively listen to customers to understand their inquiries and concerns, providing clear, accurate, and timely responses.
• Efficiently process helpdesk tickets, ensuring customers are redirected to the appropriate department or receive the necessary service calls.
• Handle service calls concerning copy machine hardware, software, and maintenance issues, taking initiative to resolve problems and minimize downtime.
• Thoroughly document all customer interactions, maintaining precise and up-to-date records which can be utilized for future reference and analysis.
• Collaborate seamlessly with other departments, sharing pertinent information to expedite the resolution of customer issues.
• Attend regular training sessions to continually enhance knowledge and skills, staying abreast of company policies, procedures, and technological advancements.
• Execute other duties as assigned, displaying a willingness and flexibility to contribute to the team's objectives.
• Manage incoming service tickets via the Freshworks ticketing system, ensuring prompt and accurate response.
• Translate customer needs from service tickets into actionable tasks in the E-automate system, effectively serving as the intermediary between customers and technicians.
• Prioritize service tickets according to defined Service Level Agreements (SLAs) and customer needs.
• Communicate status updates and ETAs to customers as needed, maintaining a high level of customer satisfaction.
• Monitor and manage ticket queues to ensure even workload distribution among team members.

Qualifications:

• A minimum of two years of experience in a customer service role, preferably in a call center setting, showcasing a capacity to manage a high volume of requests and deliver outstanding customer service.
• Basic understanding of computer hardware and software, aiding in the effective handling of technical inquiries.
• Proficiency in Microsoft Office suites, especially Excel and Word, to manage data and documentation efficiently.
• Demonstrated ability to prioritize tasks and adhere to deadlines in a high-paced environment.
• Exceptional communication skills, both oral and written, facilitating professional and constructive interactions with customers and team members.
• Team-oriented with a problem-solving mindset, taking ownership of tasks to ensure a high standard of service.
• Education equivalent to the completion of the twelfth grade is essential, with a college degree being desirable.