Address
Form of work
SalaryDESCRIPTION:
The Objectives of the Company’s Service & Support Associate is to help customers with questions and concerns, give customers information about products and services, take spare parts orders, and process returns. By helping customers understand the product and answering questions about their concerns, the position is often “the voice” of the company and must properly present themselves as a brand ambassador and project the company values, company brand, and company vision through actions and communication.
The Customer Service & Support Associate must maintain a solid customer relationship by handling questions and concerns with speed and professionalism via phone, email, and CS electronic systems. This includes resolving customer complaints, managing customer database records, and drafting status reports on customer service issues. Additionally, the Customer Service Representative is responsible for coordinating, facilitating, and managing the return merchandise authorization (RMA) process and record keeping. The Service & Support Associate may assist with warehouse and product organization, stock counts, quality control checks, and other duties as assigned by their supervisor.
Tasks:
Coordinate and manage Customer Support procedures
- Answering phones, emails, electronic customer service applications
- First to answer phones, check voicemails, respond to support requests, and forward non-CS items to the appropriate personnel
- Assisting customers with service issues and products questions
- Coordinating shipping of product or part replacements
- Managing/tracking/recording/maintaining CS tickets
Coordinate and manage RMA procedures
- Accepting returned packages, examining products for quality assessment
- Disassemble products, recycle materials, pack & stack recyclables
- Organize and track B-products, spare parts, and damaged items
- Processing product returns for B2B & B2C orders
Miscellaneous Warehouse Tasks
- Assistance through various responsibilities and tasks as needed
- Product quality control checks, reworks, repacking, relabeling, etc.
- Product picking, packing, shipping as needed
- Assist with inventory counts and product organization
- Unload deliveries and trucks if needed or requested
- Breakdown cardboard and recyclables
ARCTIC Inc. Member Accountabilities:
- Demonstrates a commitment to the team and a desire to collaborate with team members.
- Supports a culture of continuous improvement by identifying and communicating process and safety improvements.
- Follows all safety policies and procedures, including reporting all unsafe acts and behaviors, safety hazards, incidents, or accidents immediately.
- Must report in a timely manner, ready and willing to assist all departments and company projects.
Position Requirements:
- Excellent verbal, listening and written communication skills.
- Good math skills with demonstrated attention to detail.
- Ability to work steadily and independently with minimal supervision.
- Proficient in Microsoft Excel, Word, Outlook. Ability to learn and understand new software programs.
- PC knowledge strongly encouraged – software, hardware, troubleshooting.
- Interpersonal skills for service and collaborative work.
- Prior Customer Service Role/Skills preferred.
- Ready and capable to always communicate clearly and calmly with consumers.
Job Type: Full-time
Pay: $27,000.00 - $30,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
- No weekends
Application Question(s):
- Provide an example(s) of your past Customer Service/Support experience.
Other than Microsoft programs, can you elaborate on computer software programs for work that you have used regularly in the past?
If you have any experience with handling, troubleshooting or building PC’s using hardware, please explain and provide an example.
Ability to Relocate:
- Florence, SC 29506: Relocate before starting work (Required)
Work Location: In person
