Position: Full-Time Location: Onsite (Mount Laurel, NJ) Start Date: ASAP Nationality: Any Windows Management Experts (WME) is looking for a motivated, experienced Dispatcher/Customer Services Representative Role to join one of our valued clients. The Customer Services Representative, or CSR, will act as a liaison, provide product/services Information, and resolve any emerging problems that their customer accounts might face with accuracy and efficiency.
The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSR can gather that for you.
That said, problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints. Their target is always to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
The ideal candidate for this role will have proven work experience working as a customer Services representative. Also, they should have good knowledge of computer hardware systems, popular operating systems, software applications, and remote connection systems. That said, the preferred candidate should expect to work 40 hours per week and should be flexible enough to work part-time hours as well.
Required Skills/Qualifications/Education:
- High school degree + 3-5 years of experience in a customer-facing role
- Proven customer support experience or experience as a client service representative.
- Strong phone contact handling skills and active listening
- Love of technology and learning
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively.
- Experience working in a Service Desk environment to address and resolve end-user software and hardware issues.
- Necessary knowledge and support experience with Non-Standard devices – Label Printers, Barcode Scanners, etc.
- Knowledge/exposure to famous ticketing tools.
- Experience leading small projects with minimal guidance and supervision.
- Strong work ethic and a pro-work attitude
- A service/customer-orientated personality
Responsibilities of the Desired Dispatcher and Customer Services Representative:
- Manage large amounts of incoming calls.
- Create and monitor service tickets.
- Facilitate workflow and scheduling.
- Generate sales leads.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Meet personal/customer service team sales targets and call handling quotas.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage customers.
- Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommends and implements corrective solutions, including off-site repair for remote users as needed.
- If necessary, liaises with third-party support and PC equipment vendors.
- Performs related duties consistent with the scope and intent of the position.
- Understanding of daily operations and delivery processes.
- Ensures timely resolution of problems.
Core Values:
- Integrity (Doing What’s Right)
- Inclusion (Encouraging Diversity)
- Teamwork (Working Together)
- Excellence (Being Your Best)
- Accountability (Taking Personal Responsibility)
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
