Experienced Customer Support Representative – Non-Technical (Remote Southeast or Central US) in careerzynith
**Job Description:**
About careerzynith
At careerzynith, we're a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With almost 1,200 employees in 10 countries, we've been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, which is consistently voted one of the best places to live and visit in the world.
About the Role
We're seeking an experienced Customer Support Representative to join our team in a remote capacity. As a key member of our field service operations team, you'll play a vital role in delivering exceptional 5-Star customer service to all careerzynith customers. You'll 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 Key Responsibilities
As a Customer Support Representative, you'll be responsible for:
Receiving and evaluating trouble calls from customers and field personnel via phone and email
Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
Escalating more complex service and operational issues to second-level technical support
Processing 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
Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per careerzynith's commitments to the customer
Scheduling, communicating, and updating customers regarding current requests for service & scheduled maintenance
Managing customer expectations and commitments in a professional manner
Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
Promptly escalating critical service issues to leadership in order to ensure proper resolution
What You Need to Succeed
To be successful in this role, you'll need:
A 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'll be eligible for our excellent benefits package, including:
Medical, dental, vision, life, and disability insurances
401(k) with a company match
Paid time off
And more!
Company Culture and Work Environment
At careerzynith, we're committed to creating a work environment that's inclusive, supportive, and collaborative. We believe in fostering a culture that encourages innovation, creativity, and growth. As a remote employee, you'll have the flexibility to work from home while still being part of a dynamic and dedicated team.
Equal Employment Opportunities
careerzynith provides equal employment opportunities to all employees and applicants for employment 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.
How to Apply
If you're 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 outlining your experience and qualifications for the role.
Expected Salary
The expected salary for this role is competitive and will be discussed during the interview process.
Location
This is a remote position based in the Southeast or Central US.
Job Date
The job posting is current, and we encourage you to apply as soon as possible.
Apply Now
To apply for this exciting opportunity, please click on the link below:
Apply Job!
For more such jobs, please click here!
Note: The expected salary, location, and job date are subject to change.
Apply for this job
About careerzynith
At careerzynith, we're a leading global supplier of innovative cleaning, disinfection, and sterilization solutions for Medical and Life Science. With almost 1,200 employees in 10 countries, we've been working tirelessly for over 40 years to provide our customers with absolute confidence in sterile processing solutions. Our U.S. headquarters are located in Charleston, SC, which is consistently voted one of the best places to live and visit in the world.
About the Role
We're seeking an experienced Customer Support Representative to join our team in a remote capacity. As a key member of our field service operations team, you'll play a vital role in delivering exceptional 5-Star customer service to all careerzynith customers. You'll 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 Key Responsibilities
As a Customer Support Representative, you'll be responsible for:
Receiving and evaluating trouble calls from customers and field personnel via phone and email
Providing first-level support to customers and field personnel by assisting with identification, evaluation, and possible resolution of service and operational issues with the equipment
Escalating more complex service and operational issues to second-level technical support
Processing 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
Communicating pertinent service information and coordinating with Field Service Technicians to ensure all service activities are accomplished per careerzynith's commitments to the customer
Scheduling, communicating, and updating customers regarding current requests for service & scheduled maintenance
Managing customer expectations and commitments in a professional manner
Maintaining the schedule (work, vacation, time off, etc.) for all Field Service Technicians
Promptly escalating critical service issues to leadership in order to ensure proper resolution
What You Need to Succeed
To be successful in this role, you'll need:
A 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'll be eligible for our excellent benefits package, including:
Medical, dental, vision, life, and disability insurances
401(k) with a company match
Paid time off
And more!
Company Culture and Work Environment
At careerzynith, we're committed to creating a work environment that's inclusive, supportive, and collaborative. We believe in fostering a culture that encourages innovation, creativity, and growth. As a remote employee, you'll have the flexibility to work from home while still being part of a dynamic and dedicated team.
Equal Employment Opportunities
careerzynith provides equal employment opportunities to all employees and applicants for employment 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.
How to Apply
If you're 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 outlining your experience and qualifications for the role.
Expected Salary
The expected salary for this role is competitive and will be discussed during the interview process.
Location
This is a remote position based in the Southeast or Central US.
Job Date
The job posting is current, and we encourage you to apply as soon as possible.
Apply Now
To apply for this exciting opportunity, please click on the link below:
Apply Job!
For more such jobs, please click here!
Note: The expected salary, location, and job date are subject to change.
Apply for this job