Orion

Customer Service Representative

Orion

full-time

Posted on:

Location Type: Hybrid

Location: Lehi • New York • Utah • United States

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Salary

💰 $18 - $26 per hour

Job Level

Junior

About the role

  • Provide basic technical support and assistance to customers via e-mail, phone, or chat
  • Address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance
  • Answer incoming customer telephone calls in a courteous and professional manner
  • Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
  • Provide customers with preventive maintenance and configuration recommendations
  • Record and route customer requested changes in an appropriate manner
  • Escalate more complex inquiries to a higher-level support team
  • Answer customer inquiries and provide accurate technical and/or product-related information
  • Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
  • Follow up with customers consistently when necessary
  • Obtain customer feedback openly and without judgement
  • Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
  • Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
  • Organize and maintain case assignments and correspondence
  • Maintain working knowledge of products and/or services
  • Stay up-to-date on industry terminology
  • Stay current on internal company communications
  • Prepare correspondence for company ticketing system as needed
  • Able to use one’s time effectively and productively
  • Effectively prioritize and manage multiple tasks
  • Maintain prompt attendance and timeliness
  • Respond to all employee inquiries via all company media
  • Work under close supervision of the Client Service Manager(s)

Requirements

  • Has a high school diploma or equivalent
  • Has minimum of 6 months of customer service or call center experience required, preferably in technical support
  • Has ability to multi-task while maintaining careful attention to detail
  • Possess ability to work effectively both individually and within a team environment
  • Works with a sense of urgency to meet deadlines and address competing priorities
  • Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
  • Has effective written, listening, and verbal communication skills
  • Has effective problem solving and organizational skills
  • Possess a basic understanding of the organization’s products and services
  • Is proficient on Windows OS, internet savvy
  • Obtains Orion Industry Certification
Benefits
  • health, dental, vision, and disability coverage on day one
  • 401(k) plan with employer match
  • paid parental leave
  • pet benefits including pawternity leave and pet insurance
  • student loan repayment and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingpreventive maintenanceconfiguration recommendationscustomer inquiriesbilling issuescase assignmentsdocumentationattention to detailmulti-tasking
Soft Skills
effective communicationproblem solvingorganizational skillsteamworksense of urgencycustomer feedbackcourteous mannertime managementprofessionalismcustomer service
Certifications
Orion Industry Certification