Customer Support Rep
Customer Support Rep
Posted on :
27-05-2025
Employer Active
1 Vacancy
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Job Description
Essential Duties:
1. Customer Support:
- Address and resolve complex customer inquiries via phone email and chat.
- Provide detailed product information troubleshooting and technical support.
- Handle escalated issues with professionalism and efficiency.
- Ensure customer satisfaction by delivering timely and accurate solutions.
2. Process Improvement:
- Identify areas for improvement in customer support processes.
- Collaborate with the team to implement best practices and optimize workflows.
- Monitor customer feedback and suggest enhancements to products and services.
3. Training and Development:
- Share knowledge and skills to help improve the overall performance of the support team.
- Lead by example in maintaining high standards of customer service.
4. Reporting and Analysis:
- Track and report on customer support metrics.
- Record customer inquiries and complaints to identify potential issues.
- Provide insights and recommendations to management based on data analysis.
5. Cross-Departmental Collaboration:
- Work closely with other departments such as sales product development and logistics to ensure a seamless customer experience.
- Act as a liaison between customers and internal teams to resolve issues and communicate customer needs.
Knowledge/Skills/Abilities:
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Proficient in customer support software and CRM systems.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Customer-focused with a commitment to excellence.
- Adaptability to evolving processes and customer needs.
- Attention to detail and accuracy in handling customer requests.
- Leadership in contributing to team growth and improvement.
Education/Experience:
- Minimum of 3 years in a customer support-related role.
- Bachelors degree preferred or equivalent experience in a relevant field.
- Familiarity with Malco Tools Inc. and the tools industry is a plus.
Work Environment:
- Collaborative team environment focused on continuous improvement.
- 8:00am - 4:30pm
- Wage range $22.83 - 29.54 depending on experience.
Benefits and Perks:
Malco Tools recognizes the importance of offering comprehensive benefits and perks to its employees including:
- 401k with company matching.
- Medical and Dental Insurance
- Company paid life insurance and paid short-term disability.
- Paid time off
- Employee wellness program
Our facility is located in the Heart of the Lakes which is known for its abundance of lakes great shopping/dining opportunities top rated schools and a strong sense of community amongst area residents!
EOE
Employment Type
Full-Time
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