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Customer Care Specialist - Commack, NY

Quick Facts
Company Name:Carr Business Systems
Location:Commack, NY
Employment Type:Full Time
Category:Customer Service
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To be the primary contact for customers who place service calls for CARR products and services and resolve the service call in a timely manner to the customer's satisfaction. Responsible to troubleshoot and resolve service calls on the phone through utilization of knowledge and troubleshooting databases or dispatch a technician as needed. Maintain historical records and ensure continuous communication of status to the customer through the lifecycle of a service call. Take pro-active measures to meet service level requirements and resolve service calls as quickly as possible in a fast paced challenging environment.

Typical Duties and Responsibilities

  • Answers, evaluates, and prioritizes incoming telephone, voice mail and e-mail service requests from customers experiencing problems with hardware, software, networking, printer functionality, and other product issues. 
  • Records and tracks service calls using ticket and knowledge databases, maintain historical records and related service documentation.
  • Interviews customers to collect information about the service call and lead customers through diagnostic procedures to determine source of errors.
  • Handles recognition, research, isolation, resolution and follow-up for routine service issues with the goal of resolving the issue during initial phone contact; escalates more complex problems.
  • Maintain continuous communication with the customer and update ticket records until the service call is completed to the customer's satisfaction.
  • Ability to triage the service call to the point of knowing if the call requires parts or not. 
  • Dispatch technicians to service calls by determining the nature of the call, matching the qualifications and expertise of the Service Technician to the call and location of call, while determining the appropriate customer priority of each call.
  • Search the inventory of the assigned technician to ensure that the technician has the part in their car stock before they go to the customer site if parts are required.
  •  Maintain a daily list of available technicians.
  • Pro-actively review aged calls on a daily basis to ensure response times meet service levels and parts are received within 3 days.
  • Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.
  • Run reports, track data and report to Management as required.
  • Other duties as assigned.

Qualifications: Knowledge and Skills:

• Computer skills including Microsoft Office Products
• Good oral and written communication skills
• Highly reliable, well organized and attentive to details
• Strong interpersonal and critical thinking skills to assist in problem solving
• Ability to learn quickly and handle more than one responsibility at a time
• Excellent telephone skills and Customer Service skills are mandatory to win customer trust and resolve service calls remotely.

Education Requirements
• High School Degree or GED
• 2 year technical degree, certification preferred or equivalent experience

Experience Requirements
• 1-2 years of service desk or customer service related experience in an IT environment
• 6-12 months of networking, hardware and software diagnosis experience