Customer Support

• Serving as the first point of contact for visitors and customers, while handling incoming phone calls and emails
• Log all repairs in ERP, determine warranty dates of equipment, and stage for internal repair, or ship to third-party repair depot
• Ensure the repair gets completed and returned to the customer in a timely manner
• File warranty claims for reimbursement if applicable
• Price out tickets accordingly and prepare for the biller to review
• Receive and stage products and provide tracking and updates for sales and service teams as well as customers
• Ship out products to customers
• Collect, assess, and return equipment to the vendor within the allotted timeframe
• Review, maintain, and update inventory levels based on sales history and customer needs, perform inventory counts, and rotate inventory to ensure parts and equipment are being used from oldest to newest
• Ensure inventory assets are always secured and locked
• Add and remove equipment
• Assist in the renewal process
• Log and schedule calls/jobs for installers and technicians, import time and maintain expired events, update with pricing, and prepare tickets for the biller to review
• Maintain and update customer contact information as needed
• Pull and maintain WIP and other reports such as aging, open purchase orders, etc.
• Review sales and service tickets for accuracy and send invoices via email or mail to customers
• Other duties as assigned

Customer Service Specialist

Customer Experience Specialist