Client Service Representative

Atlanta, GA 30319

Posted: 07/10/2019 Employment Type: Contract Category: Technical Support Job Number: 52984

Client Service Representative

Summary

The Client Service Rep provides technical support for all inventory related processes and customer support issues to internal and external customers. This position requires excellent telephone, listening, problem-solving/troubleshooting, and organizational skills along with outstanding reliability and follow-through. This person will provide proactive, knowledgeable, results-oriented service that is enabled by a strong knowledge of our organization, processes, and technology. Responsible for effectively troubleshooting and resolving inventory issues and maintaining the quality of data on the website and corresponding sites. Will provide technical support to 3rd party vendors, Customer Support and other internal teams. Needs to have the ability to collaborate with 200+ 3rd party data vendors to troubleshoot and resolve inventory issues for our customers.

Responsibilities
    • Daily Communication: Strong written and verbal communication skills are essential for interacting with fellow staff members, management, sales, vendors.
    • Troubleshooting/ Problem Solving: Resolve issues upon initial contact (i.e. " first call resolution"), whenever possible. Must demonstrate effective troubleshooting procedures to resolve technical issues with inventory, images and data load processes.
    • Order Fulfillment: Manage dealer contracts through the inventory process, including working with third party source vendors to perform initial inventory feed set up for dealers.
    • Back to Sales Process: Review resolved requests and confirms if the resolution is valid. Troubleshoot and follow through until a valid resolution is received.
    • Multi-tasking: Ability to complete multiple tasks by using multiple systems (Homenet, Dataload, Salesforce, etc) to get to effective and efficient resolutions.
    • Reporting: May be asked to distribute any necessary report to sales or other internal clients.
    • Change Management: Will show the flexibility necessary to adjust to changing duties and responsibilities as the department/company evolves. Additional responsibilities may be delegated to assist the department/company with meeting their objectives.
    • Decision Making: Able to take action in solving problems while exhibiting judgment and realistic understanding of issues. Ability to use good reason, even when dealing with ambiguity. Use troubleshooting processes to effectively arrive at decisions.
    • Project SME: Works as a Subject Matter Expert (SME) on special projects as needed.
    • Additional Responsibilities: Adjusts to changing/additional duties & responsibilities as the department and company changes. Additional administrative duties, such as special projects and tasks, may be delegated in order to assist the department and company, and to help ensure that goals are met.

Qualifications
    • Minimum of 4 years work experience in a Technical Help Desk and/or Sales Support environment or bachelor’ s degree in technical discipline or combination of experience and education.
    • Ability to work in a fast paced, deadline oriented, multi-task, team environment in which strong attention to detail is expected.
    • Knowledge of MS Outlook, Word, Excel, PowerPoint, SQL, UNIX, FTP fundamentals
    • Ability to work on cross-functional teams with other staff and departments
    • Strong orientation to customer service
    • Exceptional interpersonal skills
    • Excellent verbal and written communications skills
    • Demonstrated technical aptitude with troubleshooting experience.
    • Ability to learn quickly and retain knowledge.
    • Ability to adapt in a changing environment.
    • Bi-lingual is a plus.
    • Flexible to work the hours of the department.
    • Ability to work in a team-based environment as well as independently.
    • Ability to accommodate flexible hours and overtime as needed

Preferred
    • Experience with UNIX, SQL, and FTP
    • Experience with database support
    • Knowledge of the automotive industry is a plus

 
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