Scope/Responsibilities:

·        A strong passion for customers.

·        Excellent interpersonal and communication skills.

·        Assist our consumers by providing product programming/setup/troubleshooting assistance via telephone and/or chat support.  

·        Re-route customers to other areas of support and departments based on product inquiries.

·        Educate customers on cost effective and correct use of our products.

·        Search for ways to improve customer service by asking probing questions to accurately identify what customer is trying to achieve.

·        Resolve customer concerns raised during installation, operation, maintenance, or product application/compatibility matters.  

·        Provide troubleshooting of residential operators with malfunctioning electro/mechanical equipment or software applications to recommend corrective action.

·        Participate in testing with internal IT support to provide feedback on internal systems.  

·        Respond to customer inquiries and/or complaints regarding the company’s product or services.

·        Converts customer inquiries into Furnish and Install Sales with an emphasis on customer education regarding product features and benefits.

·        De-escalate irate customers and determine the best method(s) to resolve problems to ensure customer satisfaction.

·        Maintain an accurate record of customer and recurring technical issues to support product quality programs and product development.

·        Access and assist with continual update of internal knowledgebase.

·        Offer ideas for product improvements based on interactions and customer feedback.

·        Provide detailed explanation of company policy and procedures regarding warranty, policies, and procedures.

·        Complete, Investigate and respond to customer order/billing inquiries.

·        Take, investigate, de-escalate, and solve customer complaints.

·        Understand competitor product for our Universal devices.

·        Refer customers to local dealers for extra support when needed.

·        Respond to e-mail/chat communication from leadership/Customers.

·        Must be able to work independently, as well as within a team. Strong organizational and time management skills with an ability to establish priorities and proceed with objectives with little supervision.

·        Meet and support department goals and objectives.

·        Assist management as needed/Other duties assigned.

·        Trained on Aladdin and Bench sentry Basics to provide customer support.

·        Provide feedback reports to leadership on other team members for coaching/refreshers.

·        Be educated on product no longer manufactured/with obsolete parts.

·        Understand Motor/rail/unit details to determine replacements of such.

·        Experts on de-escalating and making decisions to assist customers sent from Level 1 and Level 2.

·        Educated on Connected products Aladdin/OHD Anywhere to offer troubleshooting/programming support.

·        Educated on Bench Sentry products to offer troubleshooting/programming support.

·        Answer help desk calls from internal customers (other agents). Provide support to de-escalate resolve customer and agent issues.

·        Complete administrative tasks such as Postal, e-mail and Fax documentations sent from customers.

·        Complete Level 3 callbacks  

·        Review email – add documents of Proof of purchase and customer inquiries to Oracle CX.

·        Assist with standard call queues when short on staff.

·        Assist with closing duties for management when needed.

·        Offer floor support for new hires.  

·        Be trained on basic computer malfunctions to assist new hires.