Delivering world class customer service by responding to users and customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function. Being able to recognize quality issues versus user error consistently and accurately on various installed and portable heaters. Provide fast and accurate support to any assigned contact us email requests coming from the company website Responding to inbound phone calls from the 1-800 number, providing technical solutions... more details
Vector's partner located in Cleveland, OH, has been at the forefront of infrared combustion technology since 1957, boasting expertise in consumer heating products as well as heavy duty commercial and construction heating products. They have a Hearth Technical Service Representative position available for the well-qualified candidate!
** This position is troubleshooting and resolving customer issues via phone and email. Previous Customer Service in a Technical Service capacity is a requirement in order to be considered.**
Pay will be based on experience and skillset.
Essential Duties and Responsibilities:
Delivering world class customer service by responding to users and customers via email, vendor portals, in-bound and outbound phone calls, or through internal web chat function.
Being able to recognize quality issues versus user error consistently and accurately on various installed and portable heaters.
Provide fast and accurate support to any assigned contact us email requests coming from the company website
Responding to inbound phone calls from the 1-800 number, providing technical solutions to all questions and inquiries.
Recommend solutions to customer inquiries and issues with pellet and wood stoves and select installed heaters, such as related venting, fuel, hose, fittings and accessories that compliment utilization of all installed heating and camping product lines.
Maintaining up to date product knowledge by following trends in the industry, and applying that knowledge accordingly.
Identifies and recommends technical based opportunities to enhance the Company's value proposition through product performance and customer service
Demonstrates the ability to explain company
product information in an organized, clear, and concise way.
Provides answers to consumers by identifying problems; researching answers; guiding clients through maintenance and corrective steps.
Enters orders and RMA's in SL9/Infor operating system.
Processes credit card orders through the Magento web-based operating system or by processing on internal website.
Displays professionalism when representing the company in the field at customer sites, training events, and trade shows.
Logs and documents all customer, distributor, and field technician inquires in company software to support requirements of the internal quality program.
Can occasionally assist marketing to create assets including sell sheets and images.
Can assist with internal web team to provide content, images, and marketing support for any company web initiatives
Communicates with parts specialist to help advise internal stock, and stock levels of service parts
Offseason projects can include taking technical calls for outdoor power equipment, occasional re-work projects at our distribution center, and in specialized training classes on all hearth product.
Education and Experience:
Associates Degree or Technical training preferred.
1-2 years Customer Service/Technical Service experience required
Being bi-lingual in Spanish is a plus
Intermediate to advanced level skills with Microsoft Office products including Word, Outlook and Excel.
Ability to take direction and work within a team in order to complete a large task.
Able to interpret service manuals and schematic diagrams to communicate and educate users and customers on various product lines.
Ability to communicate thoughts and ideas clearly, and concisely, and in a professional manner.
Strong to expert degree of mechanical aptitude
Have experience talking about products and services with ability to “upsell” customers on related product recommendations.
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