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Customer Service Representative

Alpharetta, GA
The Customer Service Representative in our Technical Assistance Center answers phones and emails to complete all request for our Onsite & Depot Customer. Duties include but are not limited to general customer inquiries, invoice questions, repair request, setting up new customer and updating contracted customer portals. It is imperative for this individual to project a professional company image through phone & Email interaction. The role will be required to work harmoniously with the Customer Support Director, Contracts, Technical Support Team (Field Tech included), Depot team and the Business Development Manager team specifically in order to provide the best outcome for the team and the customers.

Major Tasks, Responsibilities and Key Accountabilities:
  • Answer phones/email and respond to customer requests
  • Place customer request in company systems
  • Provide customers with product and service information
  • Transfer customer calls to appropriate staff
  • Identify, research, and resolve customer issues using SAP and Outlook
  • Follow up on customer inquiries not immediately resolved
  • Recognize, document and alert the manager of trends in customer calls
  • Recommend process improvements
  • Other duties as assigned
  • Maintain high leveled stats
  • Attend and participate in company and or customer meetings as required
  • Train and support support new team members
  • Meet and exceed Department SLAs
Required Qualifications (Education, Experience & Skills)
  • 3-5 Years of Customer Service, Call Center, Order/Data Entry or related experience
  • Microsoft Suite experience (Word, Excel, Power Point, Outlook)
  • Ability to type 40 wpm
  • Telecom experience and knowledge
  • The ability to work and interact effectively in a fast-paced team environment
  • The ability to adapt to forever changing industry
  • Well-developed written and verbal skills
  • Ability to plan, schedule and monitor multiple concurrent tasks to meet agreed deliverables and deadlines
  • Must have strong customer service and customer responsiveness skills, and have the ability to communicate in a pro-active and professional manner
  • Demonstrated data entry accuracy and attention to detail a must
  • Maintains Peak-Ryzex’s professional and customer centric reputation
Physical Requirements 
  • Ability to lift and transport up to 10 lbs from floor to storage shelves and/or around the work location

Special Requirements 
  • May occasionally need to work after hours or on weekends.

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