Customer Service Rep

The Customer Service Representative is responsible improving the overall customer experience by replying to inquiries, offering product knowledge and identifying opportunities to up-sell and cross-sell, through addressing customer needs and concerns. In addition, they provide quotations as needed and process customer orders accurately and in a timely fashion.
Responsibilities:

• Exceed monthly revenue target(s).
• Process customer orders accurately and in a timely manner.
• Manage day to day customer inquiries with regard to product, pricing, order expediting, customer relations and complaints on a timely basis.
• Always identify opportunities to up-sell and cross-sell to new and existing customers, utilizing a consultative solution selling approach to actively seek the opportunity to include additional TROY product to the opportunity (Hardware, software, consumables, maintenance, office supplies, etc.).
• Verify product availability, pricing, freight costs, shipping instructions and scheduling and confirming delivery.
• Provide customer quotations, and communicate all sales specials/promotions, etc.
• Process and verify customer accounts, sales, or change orders.
• Process warranty contracts.
• Notify and renew warranty contract customers and process renewals.
• Work professionally with other departments as needed to resolve customer inquiries. I.e. Accounts Receivable Department on customer payment discrepancies; Communicate information to management and staff in order to maximize customer retention, revenue, and profitability.
• Ensure compliance with policies for booking and shipment of orders.
• Identify key issues in customer satisfaction and develop proactive solutions.
• May assist in product recommendations, onboarding, new client implementations, and training.
• Maintain on-time delivery of products or services.
• Understand customer expectations/new product needs (ideas) and provide product feedback to management or development teams.
• Establish a deep knowledge of organization's products and services and customers' business goals and objectives. Provide customer service via the telephone and/or Internet (e.g., instant message, email).
• Resolve non-product related support issues, such as address changes, processing orders, warranty, or billing/payment.
• Act as a back up to the switchboard operator.
• Demonstrate the ability to multi-task and to solve customer problems, close opportunities and answer inquiries while completing other assigned tasks.
• Master the company’s CRM/ERP System. Use and understand various other modules that pertain to providing excellent customer support (Accounts Receivable, Items Master, Service Center, and CRM).Works under moderate supervision wit. some latitude for independent judgment.
• Maintain Online store Chat, responding to inquiries in a timely manner.
• Process and perform the end to end administration, review and analysis for contracts and/or licenses to ensure compliance with specifications, policies and regulations.
• Perform other administrative duties as requested.
• Customer Inquiries, support and sales.
• Process quotations and orders.

Position requirements:

• Professional and highly motivated.
• Detail oriented and customer focused.
• Proficient in Microsoft Office.
• Type a minimum of 65 words per minute.
• Ability to work independently as well as in a team environment.
• Ability to self-manage to assist team in meeting revenue goals and individual KPI’s.

Education & Experience needed:

• High School Diploma.
• Minimum 2 years customer support experience including B2B.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health reimbursement account
• Life insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance

Schedule:

• Hybrid
• Monday, Tuesday and Thursday work on-site.
• Wednesday and Friday work from home after specified training period subject to training progress.
• Subject to change based on performance and needs of the business.

TROY Group, Inc. is an Equal Opportunity Employer and employment with the Company is contingent upon the completion of a criminal background check and pre-employment drug screening. In addition, the hiring process may consist of a phone interview, manager(s) interview, reference checks, and assessments.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Work Location: Hybrid remote in Wheeling, WV 26003