OEM Support Representative/Triage

$43,680 - $43,680/Yr

Marmon Link - Minneapolis, MN

Full-time

Minneapolis, MN

About the position

The OEM Support Representative/Triage plays a vital role in assisting restaurant and kitchen staff with the use, troubleshooting, and maintenance of foodservice equipment. This position serves as the first point of contact for customers, ensuring effective communication and problem resolution while maintaining high customer satisfaction in a fast-paced call center environment.

Responsibilities

• Serve as the first point of contact for customers regarding foodservice equipment issues.
• Document customer needs and perform a thorough qualifying process with each caller.
• Proactively solve problems to ensure One Call One Resolution or hand off to the Advanced Support team when necessary.
• Handle 60+ inbound/outbound calls daily from foodservice equipment users and servicers.
• Actively listen to customers to identify the best course of action to meet their needs.
• Maintain acceptable performance levels based on metrics such as client hold time, call lengths, call volumes, call quality, and overall customer satisfaction.

Requirements

• High school diploma or GED preferred or equivalent work experience.
• 2+ years of customer service and high-volume call center experience preferred.
• Excellent written and verbal communication skills.
• Ability to prioritize and manage multiple tasks and sensitive deadlines.
• Working knowledge of Microsoft Excel, Outlook, and Word.
• Experience using an online customer management system and ability to learn new systems.
• Strong work ethic and enthusiasm for teamwork.

Nice-to-haves

• Bilingual communication skills are a plus.