Customer Support Operator

Customer Support Operator

Job Description

We are looking for dedicated and talented professionals to tackle ever-changing challenges, support customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds to set the standard for customer support. Included in the scope of this role: Providing and exceptional customer experience with each customer contact/inquiry via phone, e-mail and online chat.

As a Customer Services Support Operator, you will:
Demonstrate the ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
Provide exposure to HVAC/Building Automation & Fire Safety customer segments.
Spend half the day on phones in a call center environment, with the other half focused on email and other required tasks.
Provide long-term resolutions to our customers, often through creative problem solving and collaboration across various functions throughout the client.
Manage incoming Salesforce mailboxes/queues and providing timely, professional responses.
Execute SAP daily transactions which include orders entry, status’, returns, credits, debits, and quotes.
Provide user support on client online catalog and ordering platform
Research issues and questions using available information and resources.
Identify, redirect and/or escalate problems to appropriate resources per customer support procedures.
Fully utilize CRM, logging all customer contacts with thorough details.
Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
Monitor and support on-line real time chat requests

You’ll make an impact with these qualifications:

Basic Qualifications:
High School degree or state-recognized GED
2+ years of practical Customer Support experience
Verbal and written communication skills in English
Experience with Microsoft Office applications
Must be able to demonstrate:
o Ability to address customer inquiries/escalations
o Professionalism and excellent customer service skills

Preferred Qualifications:
Associate degree or bachelor’s in related discipline.
Prior exposure to HVAC/Building Automation & Fire Safety customer segment.
SAP experience
Salesforce experience

Notes:
This is a hybrid role 2 Days in office, 3 days remote.
Hours of the Shift: 8am – 5pm

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.