Customer Support Representative

About the Role

A Customer Support Representative (CSR) at StormTrap uses exceptional communication and problem-solving skills to provide top-notch customer service to its clients. The role will be accountable for preparation of documents for the bid process and other stages of sales orders. For this reason, this position requires a high level of organization, prioritization, and attention to detail at a rapid pace. Since many requests come through email and phone, clear and efficient communication is also required. This position reports to the CSR Department Manager and can be fulfilled in our corporate office located in Romeoville, IL or remotely. The ability to maintain a high level of professionalism and focus on customer service is necessary.

Salary

From $47,000

Location

The role can operate from any of our StormTrap offices or remotely.

Required Skills and Abilities

• Excellent communication and interpersonal skills
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency in Microsoft Office and customer service software
• Some experience in a customer service role
• Experience with Salesforce or other CRM software

Responsibilities

• Supporting our Sales Team when they are mobile and need documents sent to clients for the bid process. 
• Inputting preliminary pricing within StormTrap’s pricing tool and supplying proposals to bidders
• Ensuring that all in-house documents and customer relationship management system (CRM) (Salesforce) match the outgoing proposal
• Ensuring all documentation is saved correctly and organized within the Company's document management system (Box)
• Assisting our Sales Team with assigning bidding customers to opportunities, marking winning contractor, and entering new bidder account and contact information in CRM (Salesforce)
• Collecting all post-order documentation and information and uploading into appropriate folder for Finance Team
• Working with our third-party insurance provider to acquire Certificates of Insurance (COI’s) for necessary projects, trade shows, or business entities
• Providing customers with requested support and resolving customer issues in a timely and efficient manner
• Escalating complex issues to the appropriate team members