Product Service Representative

Job Summary:
We are seeking a dedicated and detail-oriented Product Services Representative to provide exceptional product and technical assistance to our customers via phone, email, and chat. The ideal candidate will be responsible for handling incoming inquiries, resolving issues promptly, and utilizing our SAP system to access customer information and product details. This role requires strong troubleshooting skills related to compressors, engines, and other mechanical products, as well as a commitment to maintaining a professional and patient demeanor in all customer interactions.
The representative will document customer interactions in our CRM system, collaborate with other departments to address complex issues, and stay current with product knowledge through ongoing training. Additionally, the role involves contributing to product documentation, participating in team meetings, and striving to meet performance metrics regarding call handling time, customer satisfaction, and issue resolution. Bilingual support in Spanish is preferred to better serve our diverse customer base. The position may also include identifying recurring product issues, reporting them to relevant teams, and assisting with special projects as assigned by management.
Responsibilities:
Provide comprehensive product and technical assistance to customers via phone, email, and chat
Handle incoming customer inquiries and resolve issues in a timely and professional manner
Utilize the SAP system to access customer information and product details
Troubleshoot and diagnose problems related to compressors, engines, and other mechanical products
Maintain a pleasant and patient demeanor while addressing customer concerns and solving problems
Document all customer interactions and follow-up actions in the company's CRM system
Collaborate with other departments to escalate complex issues when necessary
Stay up-to-date with product knowledge and technical specifications through ongoing training
Assist in the development and maintenance of product documentation and FAQs
Participate in team meetings and contribute ideas for improving customer service processes
Meet or exceed performance metrics related to call handling time, customer satisfaction, and issue resolution
Provide bilingual support, preferably in Spanish, to serve a diverse customer base
Identify and report recurring product issues or customer pain points to the appropriate teams
Assist with special projects and additional duties as assigned by management
Competencies/Experience:
2-4 customer service experiences
Proficient with Microsoft products, i.e, Word, Excel, etc.
Experience with SAP or similar ERP systems
Familiar with compressor engines;
Proficient at solving problems
Good verbal and written communication skills.

Employment type
Full-time

Work arrangement
No