Job Description

This job description for the Customer Support Specialist position outlines the responsibilities, qualifications, and experience needed to successfully, analyze, troubleshoot, communication with internal/external customers.

The goal of the position is to provide customer service to our customer base so that we meet our response to our customer’s requests that are dictated by their contractual agreements, and enacting remote resolutions to minimize RVM downtime. Customer Support Specialists are an essential Point of Contact for our customers, so World Class Customer Service is essential.

Job Purpose: Serves customers by determining requirements; answering inquiries; resolving problems via Remote connectivity to RVM equipment and/or by providing vocal instructions to customers as they attempt repairs; fulfilling requests; maintaining database

Monday - Sunday 8am to 4pm

$20/HR Full Time

Job Duties:

• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Maintains CSC database by entering information into TOMRA’s ERP System.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Skill Set:

• Customer Service: Effective communication skills are essential. Must be able to establish and maintain professionalism with customers to ensure their satisfaction. Identify any other opportunities for improved customer satisfaction from all TOMRA services provided.
• Must be able to project a positive company image.
• Must have strong organization, communication, and technical skills.
• Strong computer skills are a must.

Qualifications

• Technical School Certification or associate’s degree.
• Minimum 1-3 years of experience in a call center, customer service and/or technical service-related roles are required.
• Experience with service management systems, scheduling optimization, and inventory knowledge is a plus.
• Spanish Speaking - Bi-lingual is a plus.
• Electro-Mechanical and/or Remote Technical Support experience.
• Proficient in Microsoft Office or other related programs
• Must be able to effectively multitask.
• Must be willing to work a flexible work schedule, as shifts and days may change to support business requirements. Ability to work weekends is required.
• Geographical knowledge of service area or map reading skills is required.
• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving.

EDUCATION and/or EXPERIENCE

High School Diploma or GED equivalent required. Minimum 1-3 years of experience in a call center, dispatch, and/or customer service related roles are required. Experience with service management systems, scheduling optimization, routing efficiently, and inventory knowledge is a plus. Bi-lingual is a plus. Electro-Mechanical and/or Remote Technical Support experience.

SPANISH SPEAKING/SPANISH BILINGUAL is a PLUS

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Additional Information

All your information will be kept confidential according to EEO guidelines.