ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Primary responsibility is to be the main contact for the NEN Service Line by professionally handling incoming requests from customers, including:
• Answering customer service phone line and creating work orders in an internal system
• Listening to voice mail and email messages and creating work orders
• Troubleshooting and seeking solutions to problems related to customer questions and concerns, including machine service issues
• Determining next steps for resolution based on established guidelines
• Using logistical data to assist operations team with the lowest cost and at highest service level approach for resolution of the issue/request
• Sending daily logs to appropriate departments for final resolution
• Ensuring the issues are resolved promptly and thoroughly, including any necessary follow-up with other departments
• Assist with placement and shipment of orders, refunds, and or exchanges
• Responsible for compiling and generating weekly reports
• Performs other general office duties as directed
• Regular, reliable attendance required

QUALIFICATIONS

• High school diploma or general education degree (GED) required, post-secondary education a plus
• Some office/administrative experience preferred
• Ability to handle customer complaints with a pleasant, patient, and friendly attitude
• Willingness to work a flexible schedule and occasionally work weekend and overtime when needed
• Strong telephone skills: Articulate, customer-focused and demonstrated proper telephone etiquette
• Strong proficiency in using a computer and computer applications including creating/editing Word documents and Excel spreadsheets, conducting researching using the internet, using templates, and using Outlook (email/calendar functions)
• Flexibility to learn and change along with an evolving department is key
• Critical thinking and analytical skills, including the ability to make effective and sound decisions quickly given the information available
• Comfortable working cross-functionally and managing multiple projects
• Organized with a good ability to prioritize workload and handle multiple tasks concurrently
• Successfully pass a pre-employment criminal background check and drug screen

BENEFITS for Full Time Employees:

• Health benefit insurance package (medical, dental, vision, life and disability. Medical coverage starting at $40/month)
• 401(k) Retirement Savings Plan with company match
• PTO (accrual starting at 10 days per year and increases based on tenure), sick pay and 9 paid holidays
• Partially paid maternity leave
• Casual dress code

An Equal Opportunity Employer: we do not discriminate on the basis of race (including, but not limited to, hair texture, hair type, and protective hairstyles), color, sex (including on the basis of pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), creed, religion, age, marital status, national origin, citizenship, disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other status or characteristic protected by local, state, or federal law.

Pay Rate: $18.00/hr