Software Support - Service Center

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Customer Care
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206011 Requisition #
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374 Total Views


Position

Coordinate issue identification, navigation and training of our dealers on CPQ (Configure Price Quote) application (Plus). Lead the support of our internal and external customers for a great customer experience. Gather enhancement opportunities through supporting our distributors and dealers. Investigate issues presented by support calls to drive immediate and long term resolution. Handle escalations, with an SLA of 12 hours to drive adoption and education.




Responsibilities


Be available to support Level 1 team with overflow Plus Support calls. 

Provide support for Level one agents when they have questions/or need assistance with an incident.

Assign/Manage Incidents from Service Cloud and Outlook team email.

Manage customer voicemail and schedule call backs.

Utilize Service Cloud (CRM tool) to accurately document and report out on customer inquiries/requests.

Handle customer support escalations as needed for expedited and complex orders.

Insure customer accounts are created and verified before all new Plus training sessions.

Meet or exceed a call handle rate of 95%.  

Meet or exceed the depart Service Level goal of 80% of all calls answered within one (1) Minute.

Schedule WebEx training or review with customers.

Follow up with newly trained dealers.

Work closely with other departments including Marketing, Sales, IT and Distribution Operations to deliver a high level of service.

Distribute information & provide training related to PLUS policies & procedures.

Train and mentor customer care representatives and/or order entry specialists to better understand Plus.

Oversee Plus performance and maintain continual internal and external reviews to ensure that all issues are resolved in accordance with company policies and procedures, customer requirements, and senior management’s direction.

Evaluate, develop and implement procedures to improve Plus efficiency.

Assist in creation/maintenance of internal/external knowledge base articles, training materials/videos, playbooks, and all other training documents.  

Prepare reports as required of immediate supervisor, compile statistics and prepare various reports in accordance with company policy and procedures, analyze and assist in resolving issues, utilize defined criteria for evaluating department performance.

Other duties as assigned.


  • 2-4 years Customer Service experience, door industry preferred
  • Attention to detail and problem solving.
  • Excellent telephone, written and verbal communication skills while interfacing with all levels of staff and customers.
  • Working knowledge of PC’s and related software including MS Word, Excel, Access, Lotus Notes, etc. 
  • Strong math skills required. 
  • Willingness to learn product and processes, and work as a team

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At Overhead Door Corporation, we recognize people as the core of our strength. We offer our employees a collaborative culture and the opportunity to make the most of your talents. Join our team to earn bragging rights by belonging to an industry leading, world class organization. If you are interested in becoming part of a Powerful team of People, view our career opportunities!


Overhead Door Corporation is proud to be an Equal Employment, Affirmative Action employer of talented people who make things happen –a powerful and diverse team that includes women, minorities, individuals with disabilities and covered veterans.


Overhead Door is proud to be a drug free environment.


The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law – Notice of Applicant Rights Under the Law

www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf


In compliance with the ADA Amendments Act (ADAAA), Overhead Door Corporation offers accommodations for individuals with disabilities that want to apply for a position. Request disability accommodations:

Phone: 469-549-7100 E-mail: accommodation_request@overheaddoor.com