Customer Service Representative
Customer Service Representative
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Job Description
StreamLabs is a leadingedge manufacturer and service provider of IoTbased products and systems that help conserve water while protecting individuals corporations and insurance companies from property damage due to water leaks and other hazards. As a whollyowned and independently operating subsidiary of Chubb StreamLabs serves residential and commercial clients through online retail distribution insurance renovation and new construction channels. Chubb is the worlds largest publicly traded property and casualty insurer with operations in 54 countries. The company is distinguished by its extensive product and service offerings broad distribution capabilities exceptional financial strength underwriting excellence superior claims handling expertise and local operations globally.
Scope
Upon joining the StreamLabs customer service team as a Technical Support Representative you become part of an organization that believes in service excellence. You will be part of an exciting fastpaced team working directly with customers to provide live technical support by phone email and chat. You will serve as a key point of communication between our customers and our engineering and management teams as well as with service providers we partner with. You will be trained on StreamLabs products services software mobile apps and processes as well as general plumbing knowledge and will be trained and coached through proper communications techniques scripts and business processes related to Customer Support.
Responsibilities
- Answer incoming customer phone calls and email
- Respond to missed calls and contact customers in a timely manner
- Troubleshoot inbound customer technical issues (Appbased questions product issues installationrelated questions)
- Capture customer feedback issue type and resolution in CRM system
- Work with customer and internal technical and engineering teams on product or service escalations
- Initiate and enter Return Material Authorizations when appropriate
Qualifications
- High school diploma or GED certificate; associate degree preferred
- Ability to prioritize tasks and work on multiple simultaneous projects
- Technical proficiency with WiFi device pairing smart phone apps
- Very Familiar with Internet of Things (IoT) technologies preferably including cellular gateways hotspots and LoRaWAN devices or equivalent
- Experience using Customer Relationship Management (CRM) software
- Experience using Enterprise Resouce Planning (ERP) software
- Ability to speak clearly articulately and grammatically correctly
- Experience with Microsoft office 365
- Excellent written and verbal communication and documentation skills
- Familiarity with ZenDesk / Autotask / EPICOR P21
- Excellent time management skills with proven ability to meet deadlines
Required Experience:
Unclear Seniority
Employment Type
Full-Time
