Customer Service Representative SME
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
Company Overview
At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.
Department Overview
Motorola Solutions Reynosa
Job Description
We are looking for people who are enthusiastic about customer service who wants to be responsible for supporting inbound calls which involve resolving a wide variety of complex customer issues. Call types include order inquiries warranty replacement requests post-sale related customer service inquiries and service/ repair requests. The Ideal candidate is someone who can:
Be responsible for day-to-day monitoring and management of incoming contact channels (Phone Email Chat) and agent status to ensure adequate coverage making adjustments as needed.
Maintain schedules and monitor time-off requests and time reporting for FTEs and contract workers.
Train continually coach & educate the Level 1 agents to ensure the highest standards for our customer support experience are achieved and maintained.
Conduct regular ticket audits and reviews (informally and through QA) and constantly practice active coaching on a day-to-day basis.
Work closely alongside other Supervisors Training/Enablement Workforce Management and Support Operations Leadership to plan/execute structured education (both for initial onboarding and ongoing development).
Be the initial point of escalation for Tier 1 questions and escalations from your team and work with the management team on the resolution when needed.
Constantly go above and beyond to serve our customers and your team and be a standard-setting example for customer satisfaction.
Think strategically about the current process and how to improve them.
Answer customer-facing calls in order to remain up to date with the customers and team and to assist with peak phone volumes.
Champion role model and embed Motorolas cultural principles (Focus on Customer Success Build for the Long Term Adopt a Growth Mindset Be Inclusive Win as a Team) as we scale globally and across new offices.
Hire develop and lead an inclusive engaged and high performing team.
#LI-AN1
Basic Requirements
Fluent in English (spoken and written).
Education: High School Diploma GED or Certificado de Preparatoria (USA or Mexico).
1 year of work experience.
Full-time availability.
Availability to work in Reynosa 2 days from our site (Ave. Industrial del Norte esq. Ave Industrial Rio Bravo Suite B Parque Industrial del Norte Reynosa).
Travel Requirements
None
Relocation Provided
None
Position Type
ExperiencedReferral Payment Plan
YesEEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion or belief sex sexual orientation gender identity national origin disability veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Motorola Solutions, Inc., incorporated on March 9, 1973, is a provider of communication infrastructure, devices, accessories, software and services. The Company operates through two segments: Products and Services. It serves global customer base spanning federal, state, county, provin ... View more
