CS: Representative, Customer Service I

Responsibilities

• Provide professional, knowledgeable, and solution-focused support to customers regarding Genie and Overhead Door residential garage door opener products and related services.
• Absorb and educate customers on the correct and cost-effective use of company products.
• Troubleshoot product and customer issues and provide clear, accurate instructions and explanations.
• Educate customers on applicable product features and benefits.
• De-escalate difficult or irate customer interactions and determine appropriate solutions to resolve concerns while maintaining a positive customer experience.
• Respond to customer inquiries and complaints regarding company products, services, policies, warranties, orders, and billing.
• Accurately collect and verify customer information, including name, phone number, address, product model and serial information, purchase date, installation date, purchase location, and other information necessary to support the customer.
• Verify and document product and customer information to ensure accurate troubleshooting, warranty support, order processing, and account records.
• Process orders for applicable products, accessories, and parts, including remotes, keypads, and other replacement or installation-related components.
• Develop and maintain knowledge of Genie and Overhead Door residential garage door opener products, accessories, controls, and related products, as well as applicable competitor products.
• Maintain accurate documentation of recurring customer issues, product concerns, and trends.
• Identify recurring issues or trends based on customer interactions and communicate relevant findings to leadership.
• Participate in product, system, and process testing as requested and provide feedback regarding results.
• Navigate multiple computer applications and systems while actively assisting customers.
• Support communication between Customer Service, Product Management, Quality, and other internal teams by providing accurate customer and product feedback.
• Work independently while also contributing effectively as part of a team.
• Respond to communications and requests from leadership in a timely and professional manner.

Qualifications

• Previous customer service, contact center, technical support, retail, or related experience preferred.
• Strong verbal and written communication skills.
• Strong active listening, critical thinking, and problem-solving skills.
• Ability to troubleshoot and explain technical product information to customers with varying levels of technical knowledge.
• Ability to learn and retain product, system, policy, and procedural information.
• Comfortable learning and working with residential garage door opener systems and related components.
• Ability to navigate multiple computer applications and systems while assisting customers.
• Strong data-entry and attention-to-detail skills with the ability to accurately document customer and product information.
• Ability to accurately follow established call flows, procedures, and processes.
• Ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Ability to de-escalate challenging customer interactions and remain professional under pressure.
• Strong organizational and time-management skills with the ability to establish priorities and work with limited supervision.
• Ability to work effectively both independently and as part of a team.
• Ability to receive, apply, and respond positively to coaching and feedback.
• Ability to maintain confidentiality when handling customer, company, and employee information.