Customer Support Representative

Summary

The Customer Support Representative will report to the Director of Customer Support and will be responsible for coordinating service for their designated accounts and ensure that all aspects are handled efficiently and effectively with superior levels of customer service. In addition, the Customer Support Representative will work with multiple departments including technicians, warehouse personnel, inventory, and sales to ensure that all customer service issues are addressed.

Primary Responsibilities

• Maintain excellent customer service responsiveness in all areas and ensure follow through.
• Actively support customer service team to ensure all tasks are handled promptly.
• Ensure that customers are contacted within service level expectations.
• Make sure all SLA’s are met or exceeded for contracted customers.
• Constantly look at ways to improve processes to provide the highest level of customer satisfaction.
• Ensure that all old calls are followed up on and processed timely.
• Make certain information is clearly communicated to technicians through the ticketing system.
• Validate the warehouse is processing all shipments in a given day and that they have all the information correct to handle service calls correctly.
• Communicate with Director of Customer Support and other departments any pertinent information to their accounts to keep them involved when needed in service-related issues.
• Process all assigned account invoices and ensure that calls are closed/billed correctly.
• Develop relationships with customers and follow through on all issues until resolved to complete satisfaction.

Preferred Skills & Experience

• Effective Planning, Organization, Documentation, and Communication Skills
• Ability to use a personal computer and proficient in various software packages including all Microsoft Office Products & Adobe
• Strong Written and Verbal Communication Skills
• Willingness to accept ownership and be held accountable
• Must be a team player and be able to provide direction and support to other team members
• Establish priorities, work independently, and proceed with objectives with little supervision.
• Handle and resolve recurring problems
• Bachelor’s Degree preferred or equivalent work experience

Preferred Attributes

• Highly organized and process driven.
• Affinity for technology.
• Strong integrity with the ability to work in a highly confidential manner.
• Collaborative and flexible with a consultative mindset.
• Precise and detailed, delivering consistently high-quality results.
• Comfortable in a balance of tactical and strategic focus.
• Servant hearted with a focus on improving the lives of our customers in every action and interaction.

Environment:

• Competitive wages. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above.
• Hybrid work environment. We encourage our team members to work where they are most effective whether it is at home, the office, or at a client site
• Generous benefits for you and your family including Health, Dental, Vision, Life, Disability Insurance, HSA & 401(k) employer contribution
• Sustainable work-life balance and flexibility
• People are our most valuable assets. We’re passionate about retaining and developing the best talent available. We treat team members with respect, providing an environment where diverse individuals have all the resources they need to perform to their full potential.
• We believe business isn’t just about profitability. Having fun is also essential on the way to success. So we celebrate achievements. We laugh a lot. We treat one another like family, always supporting each other. And we try not to take ourselves too seriously.
• In fact, we like to think working at MCA is more than just a job. We really do treat each other like family!

We are looking for smart, highly skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you are ready to learn, be inspired, solve problems, grow professionally, and unleash your talent. Come as you are and apply today!