Title -Customer Support Representative III - Customer Support
Duration: 12 months Contract on W2 (high possible extension)
Location:520 Oak Ridge Way E, Lot 3 West Fargo ND USA 58078
100% onsite position
Hours are Mon-Fri, flex start time: 7/8:00 – 4/5:00
Major Purpose
Major Duties
• Provide advanced product/service information and respond to basic customer questions about the product/service.
• Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills, Abilities, Knowledge
• Customer-Focused Approach – MUST HAVE
• Leverages Digital Communications with Customers - MUST HAVE
• Understands Issues/Motivations
• Masters Service Conversations
• Navigates Customer Challenges
• Strengthens Customer Connections
• Builds Customer Loyalty
• In-Depth Questioning
• Initiates Compelling Sales Conversations
• Service Into Sales
• Builds Rapport
• Knows the Buying Influences
• Manages Buyer Indifference
Work Experience
• Must have previous Customer Support/Sales experience. Candidates who have both would be preferred.
• Sound experience and understanding of straightforward procedures or systems (7 to 12 months)
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