Experience Inc. Jobs

Customer Support Rep II New Bern, NC/ Full-time Your responsibilities: Customer Support Rep II acts as an advocate for the customer, resolves complaints with the utmost quality and professionalism, creates a positive impression of the company, and strives to be the benchmark of the industry. Major duties and/or responsibilities to be performed which account for more than 10% of the job or are critical to the successful performance of the job. (List the job duties in the order of overall importance.)

• Primary responsibility to answer incoming customer calls with the goal of answering a minimum of eight calls per hour.
• Utilize BSH software to schedule service calls and order replacement parts.
• Resolve difficult situations with customers while maintaining composure and a professional demeanor.
• Strong verbal and written communication skills are critical to performance and success.
• Goal is to provide one call resolutions utilizing BSH support systems extensively.
• Follow all scripts, QandA sheets and other necessary communication documents when issued.
• Log all calls and interactions from customers who own BSH appliances in CRM file.
• Provide customers with answers to inquiries regarding products and services.
• Utilizes personal coaching advice in continuous performance improvement.
• Secondary responsibility is to respond to incoming emails from BSH brand email inboxes with a goal of responding to a minimum of seven emails per hour
• Must be able to effectively utilize BSH software and information networks to answer detailed product questions.
• Strong knowledge of Microsoft Outlook.
• Exceptional writing skills including proper sentence structure, spelling, punctuation, and grammar.
• All other responsibilities as instructed by a Supervisor.

Your profile

• Associate degree Preferred
• 0-2 Years of Experience (Office environment experience) Required
• 0-2 Years of Experience (Call center or customer support experience) Required
• Excellent communication skills written and verbal.
• Detail oriented, accuracy minded.
• Strong analytical and troubleshooting skills.
• Time management skills.
• Strong organizational skills.
• Strong team concept skills.
• Proficient in the use of computers and various applications, Microsoft Windows 7,Microsoft Office applications Outlook, Word, Internet Explorer.
• BSH software and information networks Training will be required.
• Type a minimum of 45 WPM. 10 key a plus.
• Ability to work in a fast-paced professional office environment.
• Strives to reach set department goals.
• Time management, multi-tasking, and ability to switch responsibilities quickly.
• Adhere to company processes, procedures, policies and standards.
• As a team member, to contribute to the overall success of the team and company goals, maintain regular attendance, punctuality, focus, and professionalism at all times.

Your Pay and Benefits The pay range posted for this position is based on the location noted in the posting title. Exact compensation offered may vary based on your specific skillset and work location. If the position is bonus or incentive eligible then the maximum payout potential is 200% of target with details laid out within the plan document.