Customer Service Rep -

Company: AppleOne
Location: Palo Alto
Posted on: January 26, 2023

Job Description:

This crucial role supports our Service team. The Customer Solutions Representative provides customer service to both our internal partners and our external customers through various activities. Responsibilities include answering customer calls and providing prompt issue resolution; data entry; assisting in account reconciliation; preparing reports and invoices; processing new accounts and orders; making outbound customer calls to obtain information and/or to provide follow up to resolve customer issues; and occasional miscellaneous projects.Responsibilities:From managing administrative processes, scheduling, work orders and invoicing, to greeting customers in person and answering inbound phone calls and emails, this organized and energetic professional delivers a memorable experience during every interactionTroubleshoot and resolve Customer Service related queries through phone, chat and web tickets in accordance with company policies and proceduresSubmit estimates, place parts orders and schedule services as neededManage the Service mail inbox and respond to customers requestsMonitor the Service phone queue and Service calendar to support the management teamCreate various types of reports for the Service departmentKeep all the moving parts running smoothly by confirming and completing work order information, including insurance verification, additional parts and missing informationProfessionally screen incoming customer calls, assist with ticket creation, verify entitlement and route customers to the appropriate team within the Customer Service & Support organizationDe-escalate situations involving dissatisfied customers, offering assistance with a calm demeanor and supportDevelop a good understanding of all company products, contracts and licensingParticipate in the creation and improvement of Customer policies, procedures and guidelines relating to Customer ServiceDeliver the best quality in order to achieve high level of Customer SatisfactionDevelop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & supportWork with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industryAttend and participate in meetings that may include overseeing a project, offer ideas and suggestions to improve programs and customer serviceIdentifying recurring problems that result in customer service issues, and work with other team members to determine the root cause and potential solutions AppleOne is proud to be an Equal Opportunity Employer. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.High School0-1 years

Keywords: AppleOne, Palo Alto , Customer Service Rep -, Sales , Palo Alto, California