Perform duties while meeting established team & individual goals (including but not limited to): Response time – average time to respond to a customer inquiry
Resolution time – average time to resolve a customer issue
1st time resolution rate
% of customer contact resolved during the first contact
Lead generation – identify sales opportunities for customer to upgrade
Provide quality verbal and written external communication within forms and via email with X-Rite’s customers, dealers, authorized service centers, and subsidiaries.
Internal communication will include working with the sales force, Credit, Materials, Shipping, Engineering, and IT departments to provide reliable and timely service to X-Rite’s customers.
Manage customer relationship with regard to calibration, operation, and troubleshooting of the instruments and software, via specified programs.
Use specified computer applications to interpret, verify, enter, maintain, and follow orders through the system, to ensure accurate and expeditious processing.
Raise issues to management when they can’t be easily resolved using standard procedures.
Promote teamwork and positive interaction within and between teams and other departments.
Work directly with the 2nd level Support Team: Escalating customer issues to the 2nd level team when necessary
Provide feedback to the 2nd level team on new issues and potential new or updated Knowledge Base (FAQ) information
Attend training sessions with 2nd level team to gain additional product and industry knowledge
Requirements
High School diploma with a minimum of 3 years of technical customer service experience; Associate's or Bachelor's degree preferred
Ability to learn and understand technical product and software applications.
Proven interpersonal, verbal and written communication skills, and organizational skills for frequent internal and external customer contact.
Fluency in a foreign language is a plus.
Must be proficient with computers, use of PC, data entry, and word processing.
Experience with call center phones is a plus.
Must have ability to work effectively in a team environment.
Benefits
Comprehensive benefits package (medical, dental, vision & more) eligible on day 1 of employment
Annual bonus as well as annual salary review
Permissive paid time off policy emphasizing flexibility and trust
14 paid Holidays!
Training and development opportunities
401K savings plan + company match
Tuition reimbursement
Paid Parental Leave
Veralto Wellbeing Program, with rewards
Employee Assistance Program (legal, financial, and counselling resources)