Technical Customer Service Representative I

Pro Spot International, Inc. is a fast-growing, industry-leading design and manufacturing corporation of high-quality welding equipment used primarily in the Automotive Collision Repair Industry. Our company is currently seeking an immediate hire for the position of Technical Customer Service Representative. This position is onsite at our headquarters located in Carlsbad, CA.

Job Summary

The Technical Customer Service Representative I - Technical Support is responsible for delivering exceptional service to customers at all levels, providing information, technical support, and facilitating direct sales. This role involves handling inquiries from internal and external customers, including end users, distributors, Pro Spot field service, and sales team members. 

The Customer Service Representative I expected to maintain customer satisfaction by delivering outstanding service, accurately entering orders, addressing customer concerns, documenting technical support requests in Zendesk, and managing warranty registration information and new leads in a CRM. The role may require performance of duties at various Pro Spot satellite locations. 

Essential Duties & Responsibilities

• Provide a delightful customer service experience through outstanding phone and electronic communication interactions with customers.

• Receive, record, and accurately enter orders received via email or from Shopify into an ERP system (Plex).

• Utilize product training knowledge to offer appropriate solutions, troubleshoot, and answer customer questions.

• Increase revenue through suggestive solutions and soft-selling of products and accessories relevant to the caller’s needs. 

• Document warranty registration, leads, and new accounts in CRM- Customer Relations Module, cross reference previously received leads, and convert them into sales.

• Handle customer service issues and comments through appropriate management channels and levels to bring quick resolution. 

• Act as the brand authority, answering questions and providing information about Pro Spot products.

• Collaborate with Pro Spot Technical and Sales team members to resolve customer concerns promptly.

• Learn shipping process procedures related to daily shipments and assist in pulling parts for orders.

• Process orders and interplant transfers for Pro Spot field service representatives when needed.

• Promote Pro Spot products to consumers when necessary. 

• Direct unresolved issues to designated Pro Spot resources for resolution. 

• Monitor and report competitor information obtained through daily customer interactions.

• Educate consumers on the use of products when needed.

• Perform general office work and maintain up-to-date inventory levels for satellite locations.

• Performs all job functions safely following all established safety guidelines, policies and procedures.

• Other duties as assigned.

Qualifications | Competencies | Success Factors

• Two-year degree or certification from an accredited institution preferred, or equivalent work experience.

• 3-5 years of experience in a technical customer service role.

• Strong communication skills

• Strong attention to detail.

• Self-motivated and driven to provide an exceptional customer experience.

• Ability to lift up to 55 pounds.

• Ability to stand on your feet up to 8 hours a day.

• Great communication skills to work with customers.

• Strong problem-solving skills.

• Ability to communicate in English.

• Self-motivated and driven to provide an exceptional customer experience

• Experience with ERP, CRM, and other business management software

• Experience with Microsoft office and/or Google business documents, Excel.

• Technical knowledge of the welding, bonding, and collision repair industry is helpful but not mandatory

• Proven go-getter attitude with a focus on achieving and exceeding sales targets.

• High standards of professionalism and customer service.

• Ability to work collaboratively in a team environment.

• Willingness to undergo on-the-job training to enhance skills and knowledge.

• Strong commitment to maintaining and elevating the standards of the position.

• Embraces a proactive approach to sales, demonstrating initiative and persistence in reaching goals.

• Adept at working in a dynamic, fast-paced environment.

• Openness to learning new technologies and staying updated on industry trends.

• Excellent interpersonal skills with the ability to build rapport with customers and colleagues alike.

• Demonstrated ability to adapt to changing priorities and handle multiple tasks simultaneously.

• Automotive background, ASE Certification, or ICAR Certifications are a plus.