Description:

• Receive 50+ inbound calls a day

• Enter in orders from customer requests

• Look up customer orders to identify concerns or issues

• Respond to customer emails about concerns and questions - 100+ emails a day

Responsible for representing the brand by supporting our customers daily with all requests over the phone, email, and through assigned cases. Essential duties & responsibilities: (detailed description) Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.

Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.

Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes. Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual’s performance. Communicate guidelines and policies effectively with all internal and external customers. Advise accounts on programs during repair approval/pricing confirmation calls. Work with cross-functional teams to prioritize urgent repair orders. Exemplifies analytical competency.

Effective prioritization of assigned tasks. Extensive troubleshooting capabilities. Assist in oversight of team’s shared inbox. Assess and escalate urgent situations to leadership when necessary.

Enter complaint information in a timely manner for tracking and visibility. Maintain excellent customer service throughout all interactions. Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.

Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.

Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs. Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs. 100% tactical support.

Collect and distribute daily team metrics. Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with financial policies.

Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.

Skills & Qualifications:

Must Haves:

• 1+ years of customer service and order entry

• SAP or ERP system

Nice Haves:

• SAP

• case work for finding issues with orders

Soft Skills:

-Problem Solving Skills

-Critical thinking skills

-Working well under pressure

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.