Customer Service Representative II

Role Overview

• The customer service representative processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
• Will follow and enforce ACP Confidentiality, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
• Answer technical questions for customers, dealers, and staff calls into Customer Service.
• Administers complaints database for “Issues”, “Complaints”, and “Incidents”.
• Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
• Obtain and examine all relevant information provided by the customer to assess validity of complaint, determine possible causes, trouble-shoot, and facilitate the appropriate solution.
• Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
• Incidents – Acquire, provide information to facilitate MDR procedures.
• Assist field staff with questions and calibration issues as needed.
• Manage all Outlook mailboxes, and Fax drive.
• Ensure appropriate data management of all customer orders within network database.
• Responsible for customer follow-ups to promote positive customer relations with all customers, dealers, and staff.
• Will originate phone calls to current customers to assure the best customer support, and provide information about products and services, to facilitate marketing initiatives.
• Maintain relationships with new and existing customers and provides information to maximize sales volume.
• Provide communication to other departments as needed for all issues and/or complaints.
• Document all outbound telephone surveys and sales results, when applicable.
• May schedule customer dates for installation and training for new and existing customers. This will be coordinated with the Operations Department and the local CPM.

Requirements

• A minimum of 2 years of related experience.
• High School diploma or equivalent
• Experience with desktop operating systems including Windows 2000, XP and 7 environments
• Knowledge of basic computer hardware
• Experience with supporting various software applications and providing technical support for upgrades and enhancements
• Type minimum of 40 words per minute with minimal errors
• Excellent communication and cognitive skills, verbal and written
• Microsoft Office skills to include Excel, Word, Visio, PowerPoint
• Ability to effectively communicate technical information over the phone
• One or more years’ experience in electro-mechanical/electronics fields
• Experience in a call center environment
• Experience with Windows 8 operating system
• Able to configure, install and support desktop hardware and software
• Experience with video networking, application trouble shooting
• Experience with Log Me In
• AA/AS degree in electronics or equivalent preferred
• Knowledge of ACP's products and services
• One or more years inbound/outbound telemarketing experience

Benefits

• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs
• Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest