Customer Service Representative (7a-3:30p or 7:30a-4:00p MT)

ORION

1d•$18 - $26•Hybrid

About The Position

As a Customer Service Representative, you will provide basic technical support and assistance to customers via e-mail, phone, or chat. Additionally, address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. For External Candidates: Candidates must work in-office at one of the following locations for at least 3 days per week: Omaha, NE; or Lehi, UT. For Internal Candidates: All internal employees, regardless of their current work arrangement (remote or in-office), are encouraged to apply. In this role, you’ll get to: Answer incoming customer telephone calls in a courteous and professional manner Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner Provide customers with preventive maintenance and configuration recommendations Record and route customer requested changes in an appropriate manner Escalate more complex inquiries to a higher-level support team Answer customer inquiries and provide accurate technical and/or product-related information Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues Follow up with customers consistently when necessary Obtain customer feedback openly and without judgement Effectively communicate customer issues, feedback and concerns to all applicable internal staff members Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce Organize and maintain case assignments and correspondence Maintain working knowledge of products and/or services Stay up-to-date on industry terminology Stay current on internal company communications Prepare correspondence for company ticketing system as needed Able to use one’s time effectively and productively The ability to find quick and clever ways to overcome difficulties Ability to prioritize and manage multiple tasks Maintains prompt attendance and timeliness Respond to all employee inquiries via all company media Work under close supervision of the Client Service Manager(s) In office work dependent upon the company’s needs Occasional on-call weekend coverage may be required Mandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlog Performs other duties as assigned by supervisor

Requirements

Has a high school diploma or equivalent
Has minimum of 6 months of customer service or call center experience required, preferably in technical support
Has ability to multi-task while maintaining careful attention to detail
Possess ability to work effectively both individually and within a team environment
Works with a sense of urgency to meet deadlines and address competing priorities
Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
Has effective written, listening, and verbal communication skills
Has effective problem solving and organizational skills
Possess a basic understanding of the organization’s products and services
Is proficient on Windows OS, internet savvy
Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

Responsibilities

Answer incoming customer telephone calls in a courteous and professional manner
Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
Provide customers with preventive maintenance and configuration recommendations
Record and route customer requested changes in an appropriate manner
Escalate more complex inquiries to a higher-level support team
Answer customer inquiries and provide accurate technical and/or product-related information
Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
Follow up with customers consistently when necessary
Obtain customer feedback openly and without judgement
Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
Organize and maintain case assignments and correspondence
Maintain working knowledge of products and/or services
Stay up-to-date on industry terminology
Stay current on internal company communications
Prepare correspondence for company ticketing system as needed
Able to use one’s time effectively and productively
The ability to find quick and clever ways to overcome difficulties
Ability to prioritize and manage multiple tasks
Maintains prompt attendance and timeliness
Respond to all employee inquiries via all company media
Work under close supervision of the Client Service Manager(s)
In office work dependent upon the company’s needs
Occasional on-call weekend coverage may be required
Mandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlog
Performs other duties as assigned by supervisor