Customer Service Tech Support Representative

Our client is a market-leading innovator of LED lighting for indoor, outdoor and intelligent lighting applications that improve society and safeguard our planet. Additionally, our innovative technology delivers reliable performance and value beyond light for office and industrial buildings, schools and universities, municipalities, automotive dealerships, healthcare facilities, and more!

We are currently seeking a Customer Service Tech Support Representative to bolster our already strong team. In this role you will support the business by maintaining strong commercial customer relationships and providing post sales assistance. You will be responsible for assisting with entering RMA (Return Material Authorization) orders, providing updates and responding to all customer and agent inquiries.

This work and team are primarily in the office at our Headquarters in Racine, WI.

Our client is an equal opportunity employer committed to belonging, inclusion and diversity in the workplace. We prohibit discrimination and harassment of any kind based on protected characteristics as outlined by federal, state or local laws. We realize that providing a culture that represents a diverse background and skillset only makes us a brighter place to work.

Responsibilities:

• Respond to post sales requests from our agents and internal staff for technical assistance regarding our commercial products by phone and email.
• Service incoming end user calls from customers for our commercial products
• Enter and process RMA orders, returns, warranty claims or other product inquiries in a timely manner.
• Daily follow up with customer requests
• Manage incoming technical support queues daily (~80 per day for the whole team)
• Think creatively to resolve unique situations for agents and customers.

Qualifications:

• 2-4 years’ experience in a role that focuses on creating a positive customer experience.
• Effective communication skills (both written and oral) to create, maintain and enhance relationships with agents and customers.
• Related experience in electrical industry would be beneficial.
• Proven ability to work autonomously to achieve objectives while handling multiple tasks and changing priorities.
• High level of initiative/drive
• Ability to work well in team environment
• Must be motivated, goal-oriented, detail-oriented.

Preferred but not required skills:

• Microsoft Excel, Salesforce, Oracle, CRM (Customer Relationship Management) or previous ERP (Enterprise Resource Planning) experience
• Ability to learn and communicate complex technical concepts to customers.
• Technical aptitude and ability to troubleshoot using a variety of methods including data sheets and installation instructions.

ALTHOUGH THIS POSITION IS TEMP, IF ONE EXCELS THEY WILL HIRE PERMANENTLY AND ONE WILL RECEIVE BENEFITS