Customer Service Representative

Overview:

APR's Customer Service Representatives (CSRs) provide first-level technical support via phone, chat, or email for issues related to smoke alarms, carbon dioxide detectors, and fire extinguishers, including troubleshooting, diagnosis, tracking, and resolution, all within established performance expectations and Client SLAs. APR's CSRs possess excellent verbal and written communication skills, are detail-oriented with a strong work ethic, have a strong technical and mechanical aptitude, and have a passion for helping others solve problems with patience, empathy, and care.

Job Requirements:

• Strive to become a Subject Matter Expert of clients’ products and services, and remain informed and knowledgeable of product and business changes
• Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
• Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
• Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
• Maintain required performance expectations in quality, availability, call handle time, attendance, promptness

Knowledge, Skills, & Competencies:

• Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
• Excellent Active Listening skills
• Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
• Service all customers, especially those agitated, with a pleasant and professional demeanor
• Ability to build trust and rapport with customers and coworkers
• Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
• Ability to manage customer information with sensitivity and discretion
• Highly accurate and detail oriented
• Ability to multi-task
• Flexibility in job hours from 10:30am to 7:00pm Monday through Friday
• Computer literate and proficient at typing (require 40 wpm / 6,000 kph)
• Excellent attendance and punctuality

• Education - High School Diploma or equivalent

Job Requirements: