Technical Customer Service Representative

Technical Customer Service Representative

Location: Valley View, Ohio (Hybrid position)

Reports To: Customer Service Manager

FLSA Status: Exempt, Full Time

Prepared Date: February 2023

Summary

B’laster Holdings is a small, entrepreneurial enterprise with employees that believe in our product and have a passion for making it the best. There is heavy emphasis on cross-functional communication for all roles at B’laster to ensure that projects flow through the organization. All B’laster team members must be able to work autonomously and be effective with limited supervision, understanding when to escalate issues and challenges. We believe that accountability, trust, and professionalism inspire confidence in our brand. We expect all employees to be respectful to everyone, follow through on commitments, and collaborate with team members.

The Technical Customer Service Representative is responsible for handling all technical consumer calls and entering them into the system. Must pay attention to detail, accuracy and efficiency. She or he manages technical customer issues/complaints and resolves the issues professionally and efficiently. This position requires problem-solving, product knowledge, initiative and a sense of humor.

Job Duties

· Answering calls, voicemails, and emails of customers. Strong listening skills, develop rapport, the ability to turn a disgruntled customer into a happy customer. Customer should feel good about his/her experience with Blaster.

· Multitasking, while working on entering one call may need to take another call.

· Pay attention to any note of dissatisfaction and bring it to the attention of the appropriate person/department.

· Product knowledge of our products. Get a foundation and then build upon it.

· Ability to learn technical product information.

· Back up to Office Manager and Customer Service with phones.

· An ability to maneuver “talkers” off the phone respectfully without offending.

· When sales opportunities are presented, direct them to the appropriate person/company.

Order entry of replacement orders in NetSuite and any other system necessary.

Performs other related duties as assigned.

Knowledge, Skills and Abilities

Customer Service and Interpersonal Skills.

Penitence, Judgment, Multitasking, Organization, Teamwork.

NetSuite.

Freshdesk Customer

Outlook and Google

SharePoint

Excel, computer skills a must.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit, use their hands to handle or feel, talk, or hear. The employee is occasionally required to stand, walk, and stoop, kneel, crouch, or crawl, as well as lift and carry up to 30 pounds occasionally.

Work Environment:

This is a fast-paced position that is office-based. The ability to thrive under pressure while managing multiple responsibilities at a detailed level is required. Many of the duties above are time sensitive and have deadlines for completion.

Minimum Qualifications:

High school diploma or GED.

2 years of experience in data entry.

3 years of experience working with automotive and/or big box retailers.