Customer Service Representative

Job summary

Handle incoming calls and emails, understand customer needs, and resolve dealership software issues or submit tickets for further research. Troubleshoot and monitor customer tickets, prioritize individual workload, and share knowledge with team members.

Job details

Position Description We are looking for a Customer Service Representative. In this role you will serve as the single point of ownership for dealership computer software issues, ensuring issues are resolved in a timely and accurate manner to assure customer satisfaction. Primary Responsibilities Handle incoming calls and emails from internal and external customers Communicate with customers to gather information and learn about their needs and expectations Resolve customer issues as received, or submit a ticket for additional research Research and troubleshoot customer tickets Monitor individual workload and prioritize responsibilities Train/share knowledge with team members Use of time for learning, growth, and development Working Conditions Repetitive office tasks (computer usage) Sit/stand in an assigned office space for up to 2 hours at a time for an 8 hour shift May be asked to pick up/push/pull/carry bag or device up to 20 lbs. to assist in setting up training and to work on hardware devices Training Classroom-style, on-the-job with a mentor, and online courses Requirements Ability to understand and work with all PC based products Ability to problem solve and train customers on software products Ability to travel to the United States for additional company-paid training, if offered College diploma or University degree preferred Excellent customer service skills, especially phone etiquette Ability to think critically, analytically and problem solve Excellent verbal and written skills Effective team player Benefits Benefits We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including: Medical, dental, vision, and life insurance Pension plan (100% company match up to 6%) Professional development and training Promotion from within Reynolds offers a hybrid work schedule, based on position eligibility. Following completion of your training period, eligible associates may work-from-home up to two days per week. Paid vacation and sick days Referral bonuses Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.

What you’ll do

Handle incoming calls and emails, understand customer needs, and resolve dealership software issues or submit tickets for further research. Troubleshoot and monitor customer tickets, prioritize individual workload, and share knowledge with team members.

Requirements

Candidates should be able to work with PC-based products, troubleshoot problems, and train customers on software. Strong customer service, phone etiquette, communication, critical thinking, analytical problem-solving, and teamwork skills are required; a college diploma or university degree is preferred.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Pension Plan
• Professional Development And Training
• Promotion From Within
• Hybrid Work Schedule
• Paid Vacation
• Paid Sick Days
• Referral Bonuses

Listed skills

• Customer service · Preferred
• Teamwork · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Critical Thinking · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Phone Etiquette
• Verbal Communication
• Written Communication
• Problem Solving
• Critical Thinking
• Analytical Thinking
• PC-Based Products
• Software Troubleshooting
• Customer Training
• Ticket Research
• Workload Prioritization
• Teamwork
• Email Communication

Job areas

• Customer Service & Support
• Technology
• Software

More jobs from The Reynolds and Reynolds Company