Customer Service Representative Job in Sorrento Valley 92121, California US
Job Summary
The CSR represents the Technical Support organization responsible for receiving and distributing incoming Technical Support telephone calls and will be the first contact that a customer will have when calling for assistance.
· Greet customers, channel partners, and evaluators as first point of contact on the phone and in e-mail.
· Verify support levels and needs, forward contacts to appropriate call queues when appropriate.
· Document all customer inquiries and reported problems within the SalesForce CRM, including the nature of the inquiry and associated product information.
· Adhere to all company policies and procedures regarding case handling processes, service entitlement verification, and customer escalations.
· Resolve basic support-related inquiries by providing customers with proper solutions or troubleshooting steps.
· Process various daily administrative tasks including:
o Contacting customers by phone and/or email to ensure issue resolution and support satisfaction on non-responsive cases.
o Route global support cases that have been created electronically (online) to their proper queues based on product type/support region.
· Perform other duties as assigned.
Skills Abilities Required:
- Professional and effective communications skills – both verbal and written. Ability to effectively interact and maintain professionalism with customers at all levels via phone and email.
- Accurately type 35-50+ wpm.
- Bilingual in English and Spanish is a PLUS.
- Must be computer literate. Knowledge of computer systems, software, and networks is very helpful.
Education/Experience:
- Customer service experience required, previous call center experience a plus.
- High school education required