JOB DESCRIPTION – CUSTOMER SERVICE SPECIALIST

The role of a Customer Service Specialist(s) is a demanding and fast paced position that requires responsibilities including but not limited to attention to detail and the ability to analyze and solve problems while speaking directly with customers in a friendly and empathic manner. In addition to these responsibilities, Provider shall ensure Customer Service Specialist(s) perform the following tasks:

· Handle incoming SEL professional and consumer products customer inquiries and outgoing follow up through phone, chat, SMS, and email (as directed by SEL), including, services offered, repair pricing, delivery information, repair status, crafting repair estimates, processing approvals, no-fault-found troubleshooting, additional information required, or accessories needed requests, etc.

· Resolve customer requests, questions and complaints requiring technical analysis of photography or videography equipment to determine best use of resources and/or corrective actions, as needed.

· Work directly with SEL repair and engineering teams to act as the point of contact to obtain necessary technical information on photography and videography equipment, specifically on repairs where no problem can be found.

· Serves as liaison between the customer and various departments.

· Operate office software, equipment computers, terminals, and phone systems as necessary.

· Handle new account inquiries and forward to the appropriate department.

· Maintain records, prepare reports, and perform assignments and related clerical duties.

· Offer idea and suggestions to improve the customer service department and/or customer experience.

· Utilize SEL’s scripting and training documentation to handle inquiries.

· Work with Customer Relationship Management (“CRM”) and process management information systems to analyze situations.

· Continually learn SEL processes and procedures.

· Overall knowledge of photography and videography and related equipment.

· Ability to quickly learn and follow SEL processes.

· Proven customer service and customer interaction skills

· Proven ability to manage multiple customer issues within a fast-paced environment.

· Excellent ability to analyze and solve problems with strong troubleshooting techniques.

· Self-directed and self-motivated with a demonstrated work ethic and ability to perform under pressure on routine duties.

· Customer service background with at least one-year experience.

· Excellent verbal and written communication skills, ability to work cross organizationally and as a contributing member of a team with a strong customer orientation.

· Ability to work independently on routine duties or projects with general instruction & supervision on new assignments.

· Experience with Microsoft Office.

· Experience with Sony products is a plus.

· Financial experience is a plus.

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Job Type: Full-time

Salary: $20.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift
• Evening shift
• Morning shift
• Rotating shift

Weekly day range:

• Monday to Friday
• Rotating weekends
• Weekend availability

Work setting:

• In-person

Ability to commute/relocate:

• Enfield, CT 06082: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have photography/videography experience?

Experience:

• Customer support: 2 years (Required)

Work Location: One location

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