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Generac Power Systems - West Falls Church, VA
posted 2 months ago
About the position
The Customer Experience Technical Representative at Generac Power Systems plays a crucial role in delivering exceptional customer service and support. This position requires a strong understanding of technical product information to assist customers effectively, ensuring their inquiries and issues are resolved promptly. The representative will engage with customers through various communication channels, maintaining high standards of customer satisfaction and productivity while contributing to the company's commitment to innovation and growth in the energy technology sector.
Responsibilities
- Provide excellent customer care by utilizing knowledge of company products and resources.
- Document all customer interactions in real time.
- Respond to customer inquiries via email, phone, text, or chat.
- Maintain contact center metrics including customer satisfaction and productivity.
- Assist customers with installation and troubleshooting issues in real time.
- Seek answers to customer questions using available product materials and tools.
- Maintain product knowledge through training and continuing education.
- Escalate complex inquiries or complaints to specialized teams as needed.
- Maintain Outlook email inbox, calendar, and tasks regularly.
- Work flexible hours, including overtime, to meet customer and business needs.
Requirements
- High School Diploma or GED
- 1 year experience in a customer service role or technical troubleshooting
- Basic use of Microsoft Office Suite including Teams, Outlook, and Calendar
Nice-to-haves
- Contact Center experience with troubleshooting
- Experience handling a high volume of inbound calls
- Previous experience using SAP or equivalent ERP systems
- Previous experience using SAP or Salesforce CRM
Benefits
- Opportunities for advancement
- Career growth in a fast-paced environment
