About the position
As a Residential Tech Support Agent - Tier 1 at A. O. Smith Corporation, you will play a crucial role in providing technical and troubleshooting assistance to our customers, primarily homeowners and professionals in the field of water heating and treatment technologies. This position requires a solid understanding of water heater products and the ability to assist customers in resolving issues related to electric and gas water heaters. You will be responsible for answering incoming calls and emails, documenting customer interactions, and providing warranty assistance and parts order processing. Your goal will be to help customers repair their equipment rather than replace it, ensuring they receive the best possible service and support. In this fast-paced customer service center, you will handle an average of 60 customer contacts per day, which includes solving equipment issues, researching product information, and maintaining accurate records using multiple web-based systems. You will also need to stay updated on current and new products, as well as the technical aspects of water heaters and related equipment. Your ability to assess callers' needs and refer non-service professionals to appropriate service providers will be essential in maintaining customer satisfaction and adhering to warranty processes. As the first point of contact for our customers, effective communication is critical. You will need to convey information clearly and professionally while maintaining a friendly disposition. Additionally, you will provide specification information for customers considering purchases and assist with product registrations. This role may also involve performing other duties as assigned, contributing to the overall success of the customer service team.
Responsibilities
- Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes answering incoming calls and emails, as well as following up on previous issues with customers solving electric and gas water heater equipment issues.
- Documenting call, installation, and product information.
- Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
- Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.
- Assess caller's abilities and refer non-service professionals to service providers when needed while following warranty processes.
- Makes warranty related decisions for water heating and related equipment approx. $1500.
- Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
- Refers callers for purchasing as needed.
- Inputs product registrations.
- Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent
- 1 year of Customer Service experience
- Demonstrated proficient verbal and written communication skills
- Demonstrated troubleshooting and problem-solving skills
- Software and hardware operation as well as keyboarding experience
- Willing to work a 40 hour schedule within open hours of operation, 7:00am - 8:00pm Monday - Friday; rotational 8:00am - 6:00pm Saturday.
Benefits
- Competitive compensation package
- Comprehensive benefits plans including medical and dental insurance
- Company-sponsored life insurance
- Retirement security savings plan
- Short- and long-term disability programs
- Tuition assistance
