Service Manager

As a Service Manager, you’ll help solve customer issues, while, at times, acting as a device usage expert. You’ll be on the front line to help solve customers’ technical challenges, and deliver on our promise of a superior customer service.

Responsibilities:

• Respond to customer inquiries directly via phone calls, emails, voicemails, chat, or other communication methods within an established timeframe.
• Basic troubleshooting and resolving of a range of customer issues for a set of consumer devices.
• De-escalate calls using available resources, or identify and escalate issues requiring additional expertise.
• Process purchase orders and customer returns in an ERP system.
• Assist with material handling and software/firmware updates to units.
• Copy edit and review English language software literature.
• Communicate additional products or services available to customers.

Minimum qualifications:

• 1-2 years of customer service experience analyzing and solving customer problems (product and/or technical concentration is a plus).
• Associates degree or some college. Knowledge of electromechanical processes. Equivalent work experience is acceptable.

Key knowledge, skills, and competencies:

• Strong computer, typing, and telephone skills preferred. Microsoft Office competency, and experience working within an ERP or other inventory/financial management software.
• Clear communication skills with a friendly and positive phone personality.
• Patience and positive attitude in communicating with a variety of people.
• Multitasking calls, emails and voicemails supporting team goals.
• Effective writing: the ability to craft a succinct response that addresses simple to complex inquiries in a tone that is appropriate for the intended audience, using proper organization, phrasing and grammar.

Physical demands:

• Ability to sit for extended periods of time.
• Handling of product up to 55 lbs.

Position offers a professional environment, pay commensurate with experience and responsibility, and growth within the position.

Pay and benefits:

• Starting hourly pay at $24 per hour with opportunity for short term increase with proven results. 90-day performance bonus of $250 assuming positive results.
• Hourly position with a 40 hour work week.
• Paid vacation, holiday, medical, dental, and 401k benefits.

Job Type: Full-time

Pay: $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Work Location: One location