Job Summary:
The Customer Service Representative provides inbound phone support, technical support and order management to their respective customers. They also provide outreach to existing customers.
Core Duties
Inbound Telephone Support
- Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
- Answering basic questions about the company’s operation, product, services
- Entering, changing, or checking on the status of orders using NetSuite ERP software
- Tracking and escalating support calls to the appropriate department or personnel
- Researching customer account issues
- Screening and forwarding phone calls to XPEL employees
- Logging all in-bound calls in to NetSuite
Technical Support
- Answering calls from customers and internal employees about XPEL’s proprietary software, including:
- Assisting with setting up, activating, deactivating and managing of customer accounts
- Assisting with the installation, operation, and troubleshooting of cutting plotters
- Supporting customers with basic questions about commonly used functions
- Resolving technical problems and escalating problems for further level of assistance
- Support customers with the use of XPEL’s website and on-line ordering tools
- Participating in an on-call after-hours support rotation
Order Management
- Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
- Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
- Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations
Outbound Support
- Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
- Soliciting feedback from customers about the Company’s service, products or performance
- Informing customers about Company products, offerings
- Pro-actively calling customers in response to automated alerts about order delays or other problems
General
Basic Qualifications
- High School Diploma
- 2 years of high-level customer and technical support experience
- Experience providing support through live chats and email preferred
- Knowledge of Excel, Word, Power Point and Microsoft Office Applications, with frequent utilization of Microsoft Teams
- Ability to communicate effectively via phone, chat and emails
- Excellent phone presence with high level of interpersonal, and organizational skills
- Demonstrates a sense of urgency and timeliness to meet customer service call demand
XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
