Check with seller Customer Service Specialist Novi

  • Location: Novi, Michigan, United States


Overview:
Under supervision of the Service Manager, serve as the first point of contact for customers requiring technical support. The Customer Service Specialist creates and assigns service tickets to the appropriate departments, monitors service ticket statuses and follows up with technicians to ensure issues are resolved in a timely manner.
Responsibilities:
Promptly answer incoming Service Department phone calls in a professional, friendly and efficient manner.
Create and update service requests utilizing corporate ticketing software system.
Accurately obtain and document details of service issue or training request.
Verify and accurately maintain customer, contact and machine databases.
Follow up on afterhours service tickets to confirm issue was resolved completely.
Properly identify when a service issue should be escalated to management.
Monitor service dashboard to ensure daily service objectives are achieved.
Offer feedback and suggestions to improve service levels and internal processes.
Perform other clerical and administrative office functions as assigned.
Maintain a clean and organized work environment.
Provide support beyond standard hours if call volume and/or workload requires.
The ability to work the required overtime hours to complete this position as operationally necessary.
Other duties and tasks as assigned.

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