Customer Service Technician

About This Role

This position is for a Customer Service technician who is under direct supervision. Responsible for resolving basic customers' service or billing complaints and obtaining customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased. Applies basic skills in the execution of existing procedures.

Key Responsibilities

• Serve as a first-line customer support representative, managing a high volume of inbound calls and cases (approximately 60–70 per day) while maintaining a positive and professional demeanor.
• Respond to customer inquiries via phone and email, ensuring timely, accurate, and customer-focused resolutions.
• Process customer transactions and order entries in SAP in accordance with company policies and established procedures.
• Manage and resolve customer cases using Salesforce, including monitoring daily reports and ensuring proper documentation and closure.
• Provide customers with options and alternative solutions aligned with their specific needs and circumstances.
• Partner with Tier 2 support teams by supplying accurate transactional details and ensuring seamless issue escalation when required.
• Maintain consistent follow-up with customers to ensure resolution satisfaction and issue closure.

Required Qualifications

• High School Diploma or GED
• 2 years of relevant customer service or call center experience.

Preferred Qualifications

• Collaboration & Team Support
• Process Adherence
• Initiative & Ownership