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Customer Support Representative - Storage Treasures

Opentech Alliance Incorporated

Customer Support Representative - Storage Treasures

Phoenix, AZ
Part Time
  • Responsibilities

    Part Time Customer Support Representative - Storage Treasures .extra-padding-top { margin-top: 20px; } 28-Dec-2018 to 26-Feb-2019 (MST) Tech Support Phoenix, AZ, USA Part Time About the Company OpenTech Alliance is the leader in automation and call center services for the self storage industry. We help storage owners work smarter by increasing productivity, profitability and customer satisfaction with innovative technologies designed from the ground up for the self storage business. OpenTech Alliance is also a great place to work! Enjoy team events, tradeshows, and contests, while pursuing growth opportunities within the company. Our Values Doing it Right We behave in a way that makes our grandmothers proud of us. Passion We are emotional about what we do and how we do it. Kaizen We are committed to continuously improving our people, processes, and solutions. Innovation We like to solve difficult problems. Positive Vibes We approach everything we do, and everyone we come in contact with in a positive manner. About the Opportunity Purpose This position is primarily responsible for providing real-time support for members using the website, including, but not limited to, callers interested in posting online & onsite auction, private sellers of merchandise, buyers/bidders of storage unit auctions and auctioneers. Member Service Representatives provide consultative, solution-based services, as well as general service requests and technical support. This position will also be responsible for professionally representing StorageTreasures and OpenTech to our customers and their clients with the knowledge and skills to provide them with high quality service and customer care at every touch point by performing the following duties. Essential Job Functions Core duties and responsibilities include the following, others duties may be assigned Handles inbound/outbound service issues via phone and email Provides detailed documentation. Provides real-time Customer support. Proactively engages customers to increase customer satisfaction, which include making outbound calls. Utilizes detail-oriented traits with strong follow-through skills to complete all service requests. Maintains a deep comprehension of StorageTreasures websites and services. Adheres to all company policies, procedures and business ethics codes. Responds to caller inquiries in regards to a wide range of services and opportunities. Resolves caller concerns by providing consultative service and demonstrates strong verbal and empathetic skills. Accesses and accurately updates records as appropriate utilizing several computer applications, systems, and resources. Remains updated on department and agency services, policies, and changes via use of e-mail, web, bulletins, and other agency communication. Resolves contract service problems promptly and accurately, within prescribed agency guidelines, and in a manner designed to retain and promote customer loyalty. Provides information regarding services and agency practices as appropriate in accordance with the company's image and values. Reports trends related to current and prospective customer, business partners, and/or service issues to management promptly. Monitor and rate calls for quality assurance purposes, as assigned by management. Adheres to department standards and individual goals or challenges as set by call services management. Uses interpersonal skills to diffuse and handle difficult caller situations either by phone or written correspondence. Maintains compliance with all standards, controls, policies and practices as an active participant in the company's information privacy and security program. This job has no supervisory responsibilities Accountability Meet or exceed all minimum metric expectations. Must have no prior or current felonies in relation to theft or finance. Computer Skills To perform this job successfully, an individual should have knowledge of: Internet Software (MS Internet Explorer); Payroll Systems; Contract Management Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); and Microsoft (MS) Windows. Other Functions Performs other duties as assigned by supervisor Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to create and interpret graphs. To perform this job successfully, an individual should have knowledge of: Internet Software (MS Internet Explorer); Spreadsheet Software (Excel); Human Resource Systems; Order Processing Systems; Word Processing Software (Word); Electronic Mail Software (Outlook); Presentation Software (PowerPoint); and Microsoft (MS) Windows. This role can have no prior or current felonies related to financial matters Physical Requirements Regularly uses a keyboard to interact with computer system Regularly required to communicate verbally This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary. Educational/Training/Experiential Requirements Bachelor's Degree in areas of specialty and 1 to 3 years of experience in a related Customer Service field preferred; or three plus year's related experience and/or training; or equivalent combination of education and experience. Has knowledge of commonly used concepts, practices, technology and procedures within the Managerial and Customer Service field. Experience with high volume environments: multi-task, prioritize and self-sufficient. Strong communication and relationship building skills. Disclaimer The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification; they are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. OpenTech reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity. Full Job Description OpenTech Alliance

  • Industry
    Human Resources