Rad Source Technologies Hiring for Customer Service Representative – Las Vegas Job at North Las Vegas, NV Full Time

NOTE: This is an onsite/in office position located at our North Las Vegas facility.

The Customer Service Representative (CSR) serves as the single point of contact for existing customers and interacts with our customers to handle complaints, process orders, and provide information about the organization’s products and services. The CSR is also responsible for supporting the Field Service Organization and the technicians that provide installation and maintenance services. The role includes, but is not limited to, providing customer support via the telephone and/or Internet, handling customer inquiries and resolving simple and basic support issues, such as address changes, processing RMA orders, warranty, or billing/payment. For product or service-related issues, the CSR will work with management to determine if a dispatch is required, and perform other administrative duties as requested.

Responsibilities

• Primary contact for customer inquiries, contract support, complaints, product information/updates and returns related to the company’s product lines. Single Point of Contact.
• Receive and process all incoming customer parts and RMA orders either from phone, fax, e-mail or written orders to ensure that parts are delivered to internal and external customers and continuous equipment operation is maintained.
• Enter service customer cases and manage post case verification of forms and information from technicians.
• Manage warranty renewals, quotes and lapse letters to customers.
• Schedule and assign technicians for Annual Maintenance visits in line with contract terms.
• Works with the internal customer to achieve external customer needs and maintains appropriate communications on order and/or repair status.
• Consults with supervisor or other departments for assistance to determine the correct or substitute replacement parts when necessary.
• Maintains all follow up communication and post market surveillance to our customers.
• Maintain and owns customer records in CRM.
• Provide back up and support for other CSRs and Field Service Technicians as assigned or required, maintain appropriate files.
• As required or assigned, perform routine typing duties to process customer parts related orders, Bill of Lading or Airbills, UPS or other shipment tags or labels.
• Maintain the NetSuite CRM Customer Record and Service Experience for the organization.
• Perform Quarterly or Annual Business reviews with customers as required.

Requirements

• High school diploma required; technical school education preferred.
• Must have good phone and typing skills and understand CRM (NetSuite preferred) usage in a service environment.
• Must have good personal computer skills in Microsoft Office programs including Word and Excel.
• Ability to effectively and professionally respond to customer through oral and written correspondence is a must.
• Strong phone presence and customer support skills
• Must be detail oriented, and able to handle multiple tasks and requests and be able to organize and prioritize.
• Ability to manage time efficiently.
• At least one to three years of experience or specialized training in related field of customer service or repair.
• Frequently sitting in an office environment, some walking onto shop floor or warehouse with proper safety equipment.
• Strong listening and presentation skills, outgoing and confident approach
• Strong contract knowledge and ability to read and comprehend contract and warranty language.
• Up to 10% travel may be required

Resume and Cover Letter with Salary History/Expectations required for consideration.

Job Type: Full-time

Benefits:

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

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: One location