Experienced Customer Support Representative – Non-Technical (Remote Southeast or Central US) at careerzynith
As a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science, careerzynith has been a trusted partner for over 40 years. With a strong presence in 10 countries and a dedicated team of 1,200 employees, we strive to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters, located in Charleston, SC, is consistently voted one of the best places to live and visit in the world.
We are now seeking an experienced Customer Support Representative – Non-Technical to join our remote team in the Southeast or Central US. As a key member of our field service operations team, you will play a vital role in delivering exceptional 5-Star customer service to our valued customers. If you possess exceptional customer service/administrative skills, reliable attendance, and a passion for learning and collaboration, we encourage you to apply!
**About the Role**
As a Customer Support Representative – Non-Technical, you will be responsible for coordinating the Service group's field resources to deliver exceptional customer service to all careerzynith customers. You will be an integral part in the Service organization's conversion to an active dispatch strategy and assist in developing the processes to support it. Your primary responsibilities will include:
### Key Responsibilities
* Receives and evaluates trouble calls from customers and field personnel via phone and email
* Provides first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
* Escalates more complex service and operational issues to second-level technical support
* Processes the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and, if required, providing a quote and collecting purchase order information from the customer for the service call
* Communicates pertinent service information and coordinates with Field Service Technicians to ensure all service activities are accomplished per careerzynith's commitments to the customer
* Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance
* Manages customer expectations and commitments in a professional manner
* Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians
* Promptly escalates critical service issues to leadership in order to ensure proper resolution
### What You Need to Succeed
* High school diploma or equivalent
* 1-2 years of experience providing customer service in a business-to-business and/or field service environment
* Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
* Proficiency with MS Office and database applications
* Demonstrated success working in a cohesive, collaborative, and supportive small team to achieve shared goals
* Creative, innovative, and flexible, with the ability to work in a matrixed environment
* Excellent communication skills both written and verbal with a strong focus on customer service
* Strong analytical/problem-solving and active listening/comprehension skills
* Strong planning, scheduling, and organizational skills
* Willing and able to periodically rotate to a later shift (11:00am - 8:00pm Eastern) that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
### What We Offer
As a full-time team member, you will be eligible for our excellent benefits package, which includes:
* Medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off
* And more!
### careerzynith Culture
At careerzynith, we value diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome, respected, and empowered to succeed. We believe that our differences are our strengths and that together, we can achieve great things.
### How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Apply Now!
**Note:** careerzynith is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EOE
Apply for this job
We are now seeking an experienced Customer Support Representative – Non-Technical to join our remote team in the Southeast or Central US. As a key member of our field service operations team, you will play a vital role in delivering exceptional 5-Star customer service to our valued customers. If you possess exceptional customer service/administrative skills, reliable attendance, and a passion for learning and collaboration, we encourage you to apply!
**About the Role**
As a Customer Support Representative – Non-Technical, you will be responsible for coordinating the Service group's field resources to deliver exceptional customer service to all careerzynith customers. You will be an integral part in the Service organization's conversion to an active dispatch strategy and assist in developing the processes to support it. Your primary responsibilities will include:
### Key Responsibilities
* Receives and evaluates trouble calls from customers and field personnel via phone and email
* Provides first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
* Escalates more complex service and operational issues to second-level technical support
* Processes the dispatch in the system for calls requiring on-site support to resolve issues, including collecting equipment information, checking warranty and contract status, and, if required, providing a quote and collecting purchase order information from the customer for the service call
* Communicates pertinent service information and coordinates with Field Service Technicians to ensure all service activities are accomplished per careerzynith's commitments to the customer
* Schedules, communicates, and updates customers regarding current requests for service & scheduled maintenance
* Manages customer expectations and commitments in a professional manner
* Maintains the schedule (work, vacation, time off, etc.) for all Field Service Technicians
* Promptly escalates critical service issues to leadership in order to ensure proper resolution
### What You Need to Succeed
* High school diploma or equivalent
* 1-2 years of experience providing customer service in a business-to-business and/or field service environment
* Basic web-based program knowledge, with the ability to read and identify equipment status and apply the correct processes to resolve issues
* Proficiency with MS Office and database applications
* Demonstrated success working in a cohesive, collaborative, and supportive small team to achieve shared goals
* Creative, innovative, and flexible, with the ability to work in a matrixed environment
* Excellent communication skills both written and verbal with a strong focus on customer service
* Strong analytical/problem-solving and active listening/comprehension skills
* Strong planning, scheduling, and organizational skills
* Willing and able to periodically rotate to a later shift (11:00am - 8:00pm Eastern) that includes on-call technical support and dispatch coverage during nights, weekends, and holidays
### What We Offer
As a full-time team member, you will be eligible for our excellent benefits package, which includes:
* Medical, dental, vision, life, and disability insurances
* 401(k) with a company match
* Paid time off
* And more!
### careerzynith Culture
At careerzynith, we value diversity, equity, and inclusion. We are committed to creating a workplace where everyone feels welcome, respected, and empowered to succeed. We believe that our differences are our strengths and that together, we can achieve great things.
### How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role.
Apply Now!
**Note:** careerzynith is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or other non-merit based factors. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. EOE
Apply for this job