Job Description
Job Description
Job Description
Overview
Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Responsibilities
- Will follow and enforce ACP Confidentiality, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
- Answer technical questions for customers, dealers, and staff calls into Customer Service.
- Administers complaints database for “Issues”, “Complaints”, and “Incidents”.
- Keep accurate records of internal and external customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken in the compliance database.
- Obtain and examine all relevant information provided by the customer to assess validity of complaint, determine possible causes, trouble-shoot, and facilitate the appropriate solution.
- Accurately enter all supply, swaps, and replacements orders in AGW and/or MAS as needed dependent on process.
- Incidents – Acquire, provide information to facilitate MDR procedures.
- Assist field staff with questions and calibration issues as needed.
- Manage all Outlook mailboxes, and Fax drive
- Ensure appropriate data management of all customer orders within network database.
- Responsible for customer follow-ups to promote positive customer relations with all customers, dealers, and staff.
- Will originate phone calls to current customers to assure the best customer support, and provide information about products and services, to facilitate marketing initiatives.
- Maintain relationships with new and existing customers and provides information to maximize sales volume.
- Provide communication to other departments as needed for all issues and/or complaints.
- Document all outbound telephone survey and sales results, when applicable.
- May schedule customer dates for installation and training for new and existing customers. This will be coordinated with the Operations Department and the local CPM.
Qualifications
Required
- A minimum of 2 years of related experience.
- High School diploma or equivalent
Preferred
- Experience with desktop operating systems including Windows 2000, XP and 7 environments
- Knowledge of basic computer hardware
- Experience with supporting various software applications and providing technical support for upgrades and enhancements
- Type minimum of 40 words per minute with minimal errors
- Excellent communication and cognitive skills, verbal and written
- Microsoft Office skills to include Excel, Word, Visio, PowerPoint
- Ability to effectively communicate technical information over the phone
- One or more years’ experience in electro- mechanical/electronics fields
- Experience in a call center environment
- Experience with Windows 8 operating system
- Able to configure, install and support desktop hardware and software
- Experience with video networking, application trouble shooting
- Experience with Log Me In
- AA/AS degree in electronics or equivalent preferred
- Knowledge of ACP's products and services
- One or more years inbound/outbound telemarketing experience
Job Tags
Work at office, Local area