Customer Care Representative

Description

Position Summary:     

The Customer Care Representative is the main point of communication for issue resolution for BK Customers. The Customer Care Representative must have basic knowledge of radios and be able to answer questions from the customers or direct the customers to appropriate department for assistance.

Duties and Responsibilities:

• Act as the main communication point of contact between BK Technologies’ customers and the Service Department as well as forward any issues to other departments.

• Help to resolve customer complaints or answer customer’s questions.

• Maintain cases in designated CRM (Salesforce) & ERP (Epicor) tools for all customer care activities.  

• Conduct follow-up activities directly with the customer to identify issues and opportunities for improvement. 

• Reach out to customers to provide sales order status and gather additional details to ensure timely, accurate order fulfillment. 

• Identify trends and common issues common among customers. Identify root cause.

• Report and summarize cases weekly and monthly.   

• All duties as assigned by Supervisor

Requirements

Knowledge & Skills:

• Strong MS Excel, MS Word, Power Point, Outlook, skills required

• Exceptional verbal and written English communication skills

• Good analytical skills

• Very detail-oriented, accurate and organized

• Ability to work under pressure and meet deadlines

• Able to work independently and as part of a team

• Confidentiality and time management

Qualifications:

• Education: High school diploma or equivalent

• 2 years of experience in Customer Service with phone and data entry usage

• 2 years computer and MS Excel experience

• Typing words per minute: 40 or higher

Working Conditions & Physical Demands:

• Work typically takes place in a normal office environment requiring: sitting, walking, lifting, kneeling, crouching, reaching, handling, talking, hearing, and seeing

• Operate a PC and other office equipment

• Travel between floors and office buildings may be required

• Environmental conditions: noise, vibration, oils, solvents, chemicals

BK Technologies Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status.

The Equal Opportunity Clause of 41 CFR 60-1.4 and the affirmative action clauses of 41 CFR 60-741.4 are hereby incorporated by reference as though fully set out herein.

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-300.5(a) and 60-741.5(a).