Customer Service Representative

About the role

We are seeking individuals with high energy, a commitment to serve customers well, and the desire to contribute to a winning team. As a member of our Customer Service team, you will frequently be the first point of contact that new customers ever have with AWC. Your role will center around quickly resolving inbound customer requests or, if you can’t resolve the request yourself, seamlessly routing it to another internal resource so that the customer experiences an excellent result.

Responsibilities

• Monitor chat, email, and web form inbox and respond to all customer questions and requests in a timely way.
• Handle typical customer requests: requesting a quote, placing an order, checking current stocking levels and pricing, confirming support of specific technical partners, helping with login credentials, checking order status, answering technical support questions.
• Answer customer phone calls.
• Log customer interactions in the Service Concierge system and either resolve them yourself or route the interaction record to the appropriate individual or team.
• Adhere to customer Service Level Agreements (SLA’s) around time to respond and time to resolve.
• Work with team leadership to pilot new processes to continuously improve service to customers and AWC colleagues.

Requirements

• Proficiency in the Microsoft suite, including Outlook, Teams, Word, Excel, etc.
• Ability to juggle multiple priorities and tasks while delivering strong results.
• Strong professional communication skills, both written and verbal.
• Ability to think on your feet and make good decisions that you can clearly explain.
• Strong work ethic and ownership mentality.
• Passion for teamwork and a positive attitude.
• Curious to learn more and improve the way that we do things.
• Values relationships amongst team and customers.
• Prior experience working directly with enterprise customers (preferred).
• Prior experience using ticketing systems (preferred).
• Prior experience using HubSpot or another CRM (preferred).

Benefits

• Employee Stock Ownership Plan (ESOP)
• 401(K) Match
• Competitive Pay
• Medical, Dental and Vision Insurance Package
• Employer Paid Life Insurance
• Paid Time Off and Holiday Pay
• Career Development Opportunities