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Customer Experience Representative

Other World Computing Woodstock, IL

  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, dental, life insurance, medical, vision,
Job Description

About Us:

OWC is a fast-paced, friendly atmosphere that advocates ingenuity and encourages every employee to contribute ideas towards the discovery of the next innovative concept that could change the world of technology. Our shared vision of the ultimate customer experience is a key component to achieving the industry-leading results OWC has become known for around the globe. We firmly believe that the best in life is obtained through dedicated teamwork and creativity.

OWC is an environmentally conscious company committed to the conservation of our planet's resources through the use of renewable energy and company-wide recycling programs. Today OWC is recognized as a leading zero-emissions Mac and PC technology company. Other World Computing (OWC) has been providing the highest quality hardware products and support to the computer industry since 1988, specializing in Mac upgrades and expansion products to extend the useful life of Macs and reduce e-waste. We have one of the largest online catalogs for computer and iDevice enhancement products through our e-commerce portal www.macsales.com and have been steadily expanding the software solutions we provide as well through our brands SoftRAID and Mediafour.

OWC offers great benefits such as medical, dental, vision, 401K, short/long term disability, HSA and FSA accounts and a wellness program. We provide paid time off and 6 paid holidays as well as flexible schedule and work from home opportunities. We value our employees so there is potential for career growth, cross functional training, stretch assignments and ongoing educational opportunities.

Job Summary:

Other World Computing, Inc. (OWC) is committed to providing an exceptional customer experience, and we understand the need for a knowledgeable and accurate approach to customer contacts in order to establish a strong foundation for customer loyalty and trust. Through means of unconditional support and education, it is the Customer Experience Representative whose main task is to provide exceptional customer service for customers on phone calls, emails and live chats.

The essential purpose of this position is to answer and resolve customer questions, concerns, and issues of sales and customer service nature through phone calls, emails, and live chats while adhering the Call Center and company policy and procedures.  One can expect taking between 30-65 customer contacts a day when focusing on phone support.  One can expect taking between 60-90 customer contacts a day when focusing on live chat support. This role includes providing level 1 technical support on all products sold through Macsales.com.

Supervisory Responsibilities:

•       None

Duties/Responsibilities:

Assisting customers calling, emailing, or chatting in with support questions.

Assisting customers calling in with inbound customer service-related questions or concerns about shipping, returns, or policies.

Responding to inbound emails from customers in a polite, professional manner providing answers to all questions and any additional information that the customer may find helpful.

Helping customers to find the proper equipment to meet their individual needs and sets up sales orders which includes providing assistance in selecting an appropriate carrier, confirming the accuracy of the order and processing a credit card authorization.

Creating new customers in our ERP and makes any necessary adjustments to customer accounts as needed.

Always maintaining a professional and courteous demeanor and providing the highest-level support in order to resolve any difficult situation that may arise.

Working with Inside Sales Representatives, Technical Experience Representatives and other team members to provide superior service internally as well as externally.

Special projects as assigned by leadership.

Required Skills/Abilities:

1-2 years customer service experience.

Level 1 Technical Support experience either IRL or via phone preferred.

Ability to independently research, troubleshoot and probe technical issues.

Must have superior attention to detail.

Excellent communication, listening, and problem-solving skills.

Mac Hardware/Software experience preferred.

Ability to adapt to change and work in a fast paced, ever-changing environment.

40 WPM or greater required and strong data entry skills helpful.

Ability to multi-task, prioritize workload and work with a sense of urgency in order to meet the needs of business needs.

Strong team skills and the ability to work well with others is required.

Genuine empathy and interest in assisting others will ensure long-term stability and enjoyment.

Employees are empowered to make exceptions to company policies as they see fit, however they are expected to present detailed reasoning demonstrating business minded decision making for doing so. 

Education and Experience:

•       High School diploma/GED

•       Two-year college (Associate degree)1-3 years

•       Trade or Technical School (Certificate or diploma) 3-5 years

•       Four-year college (Bachelor’s Degree) 5+ year

•       1-2 Years of Level 2 Technical Support

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. This job description supersedes prior job descriptions. When duties and responsibilities change and develop, the job description will be reviewed and is subject to changes of business necessity.

EEO/AA Employer

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

 

Company Description
OWC is a fast-paced, friendly atmosphere that advocates ingenuity and encourages every employee to contribute ideas towards the discovery of the next innovative concept that could change the world of technology. Our shared vision of the ultimate customer experience is a key component to achieving the industry-leading results OWC has become known for around the globe. We firmly believe that the best in life is obtained through dedicated teamwork and creativity.

OWC is an environmentally conscious company committed to the conservation of our planet's resources through the use of renewable energy and company-wide recycling programs. Today OWC is recognized as a leading zero-emissions Mac and PC technology company. Other World Computing (OWC) has been providing the highest quality hardware products and support to the computer industry since 1988, specializing in Mac upgrades and expansion products to extend the useful life of Macs and reduce e-waste. We have one of the largest online catalogs for computer and iDevice enhancement products through our e-commerce portal www.macsales.com and have been steadily expanding the software solutions we provide as well through our brands SoftRAID and Mediafour.

OWC offers great benefits such as medical, dental, vision, 401K, short/long term disability, HSA and FSA accounts and a wellness program. We provide paid time off and 6 paid holidays as well as flexible schedule and work from home opportunities. We value our employees so there is potential for career growth, cross functional training, stretch assignments and ongoing educational opportunities.
We work as a team and want to help employees grow and take on new responsibilities. Many of our team members have been working here for more than 10 years. Our President, Jen Soule, started in with Other World Computing as a temporary employee, more than 20 years ago and we are passionate about our employees growing within our company!

Other World Computing

Why Work Here?
OWC is recognized as a leading zero-emissions Mac and PC technology company!

OWC is a fast-paced, friendly atmosphere that advocates ingenuity and encourages every employee to contribute ideas towards the discovery of the next innovative concept that could change the world of technology. Our shared vision of the ultimate customer experience is a key component to achieving the industry-leading results OWC has become known for around the globe. We firmly believe that the best in life is obtained through dedicated teamwork and creativity. OWC is an environmentally conscious company committed to the conservation of our planet's resources through the use of renewable energy and company-wide recycling programs. Today OWC is recognized as a leading zero-emissions Mac and PC technology company. Other World Computing (OWC) has been providing the highest quality hardware products and support to the computer industry since 1988, specializing in Mac upgrades and expansion products to extend the useful life of Macs and reduce e-waste. We have one of the largest online catalogs for computer and iDevice enhancement products through our e-commerce portal www.macsales.com and have been steadily expanding the software solutions we provide as well through our brands SoftRAID and Mediafour. OWC offers great benefits such as medical, dental, vision, 401K, short/long term disability, HSA and FSA accounts and a wellness program. We provide paid time off and 6 paid holidays as well as flexible schedule and work from home opportunities. We value our employees so there is potential for career growth, cross functional training, stretch assignments and ongoing educational opportunities. We work as a team and want to help employees grow and take on new responsibilities. Many of our team members have been working here for more than 10 years. Our President, Jen Soule, started in with Other World Computing as a temporary employee, more than 20 years ago and we are passionate about our employees growing within our company!

Address

8 Galaxy Way

Woodstock, IL
USA

Industry

Business

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