Customer Service Representative Job at Visual Edge Technology
WE HIRE PASSIONATE PROFESSIONALS
Are you looking for an exciting career as a Customer Service Representative? Visual Edge IT is comprised of talented, driven, and passionate people who work to provide unduplicated service to our internal and external clients. We encourage one another at every level, and our efforts are supported by employee driven, world class benefits that enable us to enjoy our lives outside the office while building fulfilling careers. If you want to work for a company where you can build a career and be part of an amazing team, we would love to hear from you!
If you are seeking a team driven by passion and purpose, come create with us at Visual Edge IT. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive a high-performance team and our commitment to excellence.
Job Description/Overview:
The Customer Service Representative (CSR) is responsible for researching product/solutions and preparing customer quotes and proposals for Managed Services customers. The ideal candidate should have a background in IT hardware/software/solutions with experience in researching product and services to support the successful implantation and onboarding of complex IT projects. The ability to balance the needs of the customer, the requests of the sales representative (BTA - Business Technology Advisor) and standard operating procedures of the Company is necessary. Proven success in doing so will be required.
The CSR will interact directly with the client and employees across all areas of the Company, so exceptional interpersonal and communication skills are necessary. The preparation of quotes and proposals requires advanced grammatical/writing abilities. Microsoft Office experience is essential. Exceptional attention to detail, a dedication to excellence and the ability to multi-task and complete a variety of daily tasks is needed.
In traditional Managed Services Companies, the CSR will work with a BTA to prepare quotations and proposals and facilitate project work.
- BTA’s are not procurement experts. In a high-tech environment, ensuring the correct products are procured is extremely important.
- Keeping returns to a minimum – minimizing restocking fees.
- Hardware/software margins are traditionally low – maximizing margins is a priority.
- There may be multiple vendors from which to procure product. It should not be the BTA’s responsibility or concern to research product.
- The CSR will determine which channel partner has the best price/promotion/availability
- The CSR will build vendor relationships to foster the highest margins possible
- Processing the order correctly and timely will promote the success of the IT project. The CSR will be familiar with required Company processes and how internal reporting is affected by their pre-sale efforts.
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The role of Customer Service Representative (CSR) exists to support sales representatives (BTA’s), project managers, operations (purchasing, billing, etc.) and administration to create an effective transmission of information from one department to another. Ultimately, the project will move through the system in a methodical and consistent fashion.
- Preparation of sales quotes and proposals for BTA’s
- Interpret what is needed for IT project – interact with purchasing and project managers to facilitate.
- Often requires direct contact with customers - for smaller quotes, small-scale purchases (PCs, laptops, peripherals, etc).
- Provide sales support – allowing BTA’s to focus on direct sales efforts.
- Research product
- Review preliminary proposals – assist as necessary
- Be the “eyes and ears” of assigned BTA’s – maintaining efficiency and productivity
Each CSR will have a 4 to 5 BTA’s assigned to them. The more successful the BTA, the more reliant he/she will be on the CSR.
- Create reliable and dedicated client/customer relationships
- CSR is the liaison between BTA, customer, administration and operations.
- Maintains client information related to renewals (such as licenses and warranties)
- Manage software, license and warranty expirations
- To avoid client/customer frustration
- Improving the customer experience
- The CSR is responsible for ensuring “bolt-on” products are included in quotes and recorded as configurations with expirations – systematically following up with customers.
- Improve profitability of projects with advanced knowledge of ancillary products and inclusions in quotes and orders.
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