Product Service Representative

Job Description

We are seeking a dedicated Product Service Representative to provide exceptional product and technical assistance to our customers through various channels, including phone, email, and chat. The ideal candidate will possess strong mechanical aptitude and a deep understanding of our products, allowing them to effectively troubleshoot issues and offer timely solutions. This role involves utilizing the SAP system to manage customer information and service records while maintaining a professional and patient demeanor during interactions.

The Product Service Representative will collaborate with cross-functional teams to address complex inquiries and ensure high levels of customer satisfaction. Ongoing training and development are essential to stay current with product knowledge and company policies. The position requires the ability to identify trends in customer feedback, contribute to knowledge base articles, and provide bilingual support in Spanish if applicable. The successful candidate will be committed to achieving performance metrics, adhering to company standards, and actively participating in team initiatives to enhance overall service efficiency.

Responsibilities:

• Provide comprehensive product and technical assistance to customers via phone, email, and chat.
• Handle customer inquiries, troubleshoot issues, and offer solutions in a timely and professional manner.
• Utilize SAP system to access and update customer information, order details, and service records.
• Demonstrate strong mechanical aptitude to understand and explain product features and functionality.
• Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems.
• Collaborate with other departments to escalate complex issues and ensure customer satisfaction.
• Stay up to date with product knowledge, technical specifications, and company policies.
• Achieve and maintain performance metrics related to call quality, resolution time, and customer satisfaction.
• Participate in ongoing training and development programs to enhance product knowledge and customer service skills.
• Assist in identifying trends in customer inquiries and provide feedback for product improvements.
• Maintain accurate and detailed records of all customer interactions and follow-ups.
• Provide bilingual support desirable, preferably in Spanish, to cater to a diverse customer base.
• Contribute to the development of FAQs and knowledge base articles to improve self-service options for customers.
• Adhere to company policies, procedures, and quality standards in all customer interactions.
• Participate in team meetings and contribute ideas for improving customer service processes and efficiency.

Qualifications

• Experience with Microsoft products
• Familiar with compressors and engines.
• Enjoys solving problems and possesses good verbal and written communication skills.

Additional Information

All your information will be kept confidential according to EEO guidelines.