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Form of workJob Description
Customer Service Tech Support Specialist
Job Location: Davie, FL
Type: Full-time
Pay Rate: $19/hr
Job Description
At ttg, we are dedicated to providing a premium customer experience that goes beyond the ordinary. We are currently seeking a skilled and motivated individual Customer Service Tech Support to join our team; In this role, you will be responsible for answering calls, and emails, entering orders, and providing after-sales support to quickly solve a customer’s problem. If you are passionate about delivering exceptional service and resolving customer inquiries with professionalism, we invite you to be a part of our dynamic organization.
Responsibilities
Primary
- Answer incoming Customer Service calls and make outgoing calls.
- Answer Customer Service emails.
- Reply to voicemails.
- Create cases for customer repairs (Warranty/Non-Warranty).
- Create replacement orders for products.
- Create shipping labels/call tags.
- Contact customers to update them on the status of their repairs.
- Update Aging Cases.
- Provide timely feedback to management regarding recurring service failures or customer concerns.
- Work cohesively with internal staff members (sales, technicians, quality control, and shipping) to meet and exceed Customer Service expectations.
- Work through all customer transactions, from first contact to completion, to ensure the customer's complete satisfaction.
- Create orders for repair cases to return finished repairs to customers.
- Create RMA and replacement orders (Exchanges/Advance Replacements).
- Send quotes to customers for Non-Warranty Repairs.
- Create parts orders (Warranty/Non-Warranty).
- Other duties may be assigned.
- 2 years of telephone Customer Service experience supporting lighting, small electronics, or technical products and a keen interest in Live Performance.
- Experience in a Customer Service environment.
- Experience with case management systems.
- Experience working with B2B and B2C customers.
- High school diploma or general education degree (GED).
- Proficiency in the use of computers with experience in CRM software/tools.
- Proficient in Microsoft Office applications (specifically Outlook and Excel).
- Experience in data entry support.
- Detail-oriented individual with strong organizational skills.
- Strong verbal and written communication skills.
- Time management skills with the ability to prioritize and multitask for maximum efficiency without sacrificing accuracy.
- Analytical and problem-solving skills with the ability to make sound decisions based on facts, policies, and customer needs.
- Proficiency in Chauvet DJ products and Show Xpress Control system.
- Basic knowledge of Pro product knowledge.
- Eager to learn and can absorb information quickly.
- Self-motivated.
- Ability to work effectively in a team environment.
