SUMMARY
ADD Systems is looking for customer-oriented service representative. The Customer Support Representative (CSR) candidate must have excellent interpersonal skills with customers as well as fellow employees and be open to learning and supporting the software developed by in-house software engineers. The CSR will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
As the position requires teamwork and interaction with other employees - regular, reliable and predictable work attendance is an essential function of the position.
RESPONSIBILITIES
- Manage large amounts of incoming phone calls
- Identify, research and assess customers’ needs to achieve satisfaction
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Maintain frequent customer contact regarding progress, go the extra mile to engage customers
- Use screen sharing tools to gather additional information as necessary
- Keep records of customer interactions, process customer accounts and file documents in a Customer Relationship Management (CRM) System
- Follow company and department procedures, guidelines and policies
- Submit time cards on a daily basis
- After Hours rotation schedule
- Review and edit any new documentation, while assisting to keep existing documents up-to-date
- Occasional backup to other departments that may include: receptionist, shipping, QA, data conversion or software upgrades/refreshes
KNOWLEDGE AND SKILL REQUIREMENTS
- Proven customer support experience or experience as a Customer Service Representative
- Strong phone contact handling skills and active listening
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Outstanding problem solving skills
- Familiarity with CRM systems and practices
- Computer language knowledge a plus
- Experience in the Oil, Propane and Convenience Store industries a plus
- High school diploma required, Associate Degree or equivalent a plus
WORKING CONDITIONS
- Working conditions are normal for an office environment (remote working possibilities).
- Location is in Flanders, NJ
- Role is Monday thru Friday 8:30 – 5:30
- Reports to the Customer Support Manager
BENEFITS
- Competitive Compensation
- Health, Dental and Vision Insurance
- Optional Disability Insurance
- Optional Flexible Spending Accounts
- Life Insurance
- 401k
- Paid Vacations and Holidays
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person