Customer Support Representative

Company: OPUS IVS Inc
Location: Ann Arbor
Posted on: January 15, 2022

Job Description:

Company OverviewThrough development of advanced technology, our mission at Opus IVS is to assist customers with complex vehicle repair to drive advancement of the automotive industry. We strive to fulfill our mission with grace, humility, and client satisfaction.Opus IVS technology & products has been a leader in the industry since the late 90's. We eliminate the uncertainty of repairing complex vehicle systems with our OE (original equipment manufacturer) level tools and brand-specific support technicians who are OE trained and certified. Our variety of products and services are used in over 50,000 facilities around the world.At Opus IVS, we offer our employees a host of additional compensation and benefits, including but not limited to college tuition reimbursement, flexible work option (where applicable), competitive 401K match, commission/bonuses, referral bonuses, and career advancement opportunities.Job OverviewOur Customer Support Representative will set appointments, answer calls, troubleshoot product failures and escalate issues through established processes. Responsibilities

• Utilize internal CRM to set RAP service appointments
• Answers inbound calls from customers
• Document and create a record for the CRM of all customer and client interactions in a complete and accurate manner
• Uses documented policies, procedures and guidelines for carrying out the duties of the position
• Trouble shoots produce failures and escalates when necessary
• Escalates issues through processes that are established by the Call Center Supervisor
• Escalates issues as needed to the Sr. Customer Support Technician
• Other duties as assigned Qualifications
  • High School Diploma or equivalent or three (3) years of successful experience in customer service
  • Proficient in using a standard desktop computer with Windows and Microsoft Office
  • Ability to interact professionally and work effectively with all levels of employees and a highly diverse workforce and client base
  • Ability to accurately enter data and call documentation
  • Must be able to work a flexible schedule during assigned shift and may be asked to cover absences on other shifts

Keywords: OPUS IVS Inc, Ann Arbor , Customer Support Representative, Other , Ann Arbor, Michigan