What are the responsibilities and job description for the Customer Service Representative position at SureCam?
Company Overview:
SureCam provides commercial vehicle fleets with real-time visibility into harsh driving events and accidents. Our mission is simple: help fleets run safer, and more profitably. Our solution, a network-connected dash cam and software platform, provide access to footage in real time, and give fleet operators the information they need to minimize claims/insurance costs and increase safe driving.
We believe every fleet, from 5 vehicles to 5,000 should have access to the same best-in-class technology that provides real time visibility into what's happening on the road. Our clients range from globally recognized commercial fleets, to independent operators.
Description:
- Support the customer during the customer lifecycle from onboarding and instillation through retention and renewal.
- Manage incoming service inquiries (Tier 1 Support) and ensure that resolution to any issue is prompt and properly communicated to the customer. This includes requests such as login/password issues, billing inquiries, footage requests, device issues, warranty requests, terms of sale, hardware troubleshooting, etc.
- Maintain & Grow our relationships with existing accounts by provide top tier communication to ensure customer satisfaction.
- Support field-based resources on the SureCam team, including sales, customer success, engineering and subcontractors.
- Report and document to management issues via systems/spreadsheets.
- Able to remotely resolve customer issues via phone and email.
- Track and manage inbound shipping for USA operations.
- Other duties that may reasonably be expected of this role.
You will have:
- Well-developed communication skills, both written and oral.
- Proven customer support experience or experience as a client service representative
- Strong communication skills in relation to customer relations skills and active listening
- Demonstrated ability to be a self-learner with a strong drive to solve problems, multitask, and deal well with ambiguity
- Relevant experience in a technology industry. Telematics experience preferable but not essential.
- A good knowledge of Office 365
- Familiarity with CRM systems and practices, and Zendesk preferred
