Customer Service Representative

About the company
With an extensive background in providing Customer Service and Care to a wide variety of market segments, SIGNIA provides a solution that will deliver the desired outcome for our clients and in turn their customers, donors and members.

With our focus squarely on our clients’ goals and objectives, we strive to provide an exceptional experience that sets our clients apart from their competition. Our people have the expertise and desire to professionally service the needs of our clients and get the job done right and on-time, with a company-wide attitude of excellence and quality.

About the role
Signia seeks a Customer Service Representative to provide exceptional support to our clients. This role involves addressing inquiries, resolving issues, and delivering product information through various channels. The ideal candidate will demonstrate strong communication skills, empathy, and problem-solving abilities, contributing to an outstanding customer experience while fostering loyalty to our brand. Previous customer service experience is preferred.


Role Responsibilities

• Collaborate with shipping, technical service, and distributors to ensure a seamless customer service experience; escalate critical issues to the Customer Experience Team Manager.
• Identify products or company services (i.e., contracts) that satisfy additional, complementary customers’ needs that are unfulfilled by their original purchase; expose the customer to other options that were perhaps not considered through upselling and cross-selling techniques.
• Obtain detailed information from customers and create service tickets (service request orders) using company software and forms.
• Demonstrate a high level of empathy and integrity by always doing the right thing.
• Research Customer Experience, technical service, or parts fulfillment issues using industry-specific technical manuals, catalogs, internet sites, and company databases to provide correct and accurate processing of service issues.
• Resolve product or part fulfillment problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up with the customer to ensure quick resolution.
• Complete accurate documentation utilizing the established company digital tools and software (CRM) required for each Customer Experience call or email. May tag or mark instrument parts or forms.
• Provide industry-leading Customer Experience, order assistance, and technical customer service support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems.
• Has an upbeat personality and can show an authentic willingness to assist our customers.
• Perform other duties as assigned.
• Experience as a Support Specialist or Customer Experience Team Manager.
• Follow company safety regulations and company policies.

Requirements

Role Responsibilities

• Collaborate with shipping, technical service, and distributors to ensure a seamless customer service experience; escalate critical issues to the Customer Experience Team Manager.
• Identify products or company services (i.e., contracts) that satisfy additional, complementary customers’ needs that are unfulfilled by their original purchase; expose the customer to other options that were perhaps not considered through upselling and cross-selling techniques.
• Obtain detailed information from customers and create service tickets (service request orders) using company software and forms.
• Demonstrate a high level of empathy and integrity by always doing the right thing.
• Research Customer Experience, technical service, or parts fulfillment issues using industry-specific technical manuals, catalogs, internet sites, and company databases to provide correct and accurate processing of service issues.
• Resolve product or part fulfillment problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up with the customer to ensure quick resolution.
• Complete accurate documentation utilizing the established company digital tools and software (CRM) required for each Customer Experience call or email. May tag or mark instrument parts or forms.
• Provide industry-leading Customer Experience, order assistance, and technical customer service support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer’s needs, requests, or problems.
• Has an upbeat personality and can show an authentic willingness to assist our customers.
• Perform other duties as assigned.
• Experience as a Support Specialist or Customer Experience Team Manager.
• Follow company safety regulations and company policies.

Specific Qualifications

• High school diploma or equivalent (Associate's or Bachelor's degree preferred)
• Previous experience in customer service or a related field
• Familiarity with technology solutions and products offered by SIGNIA
• Experience as a Support Specialist or Customer Experience Team Manager.
• Follow company safety regulations and company policies.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home

Customer Center Services
Stand out in a competitive market by partnering with SIGNIA to provide outstanding customer support.  SIGNIA provides the full spectrum of customer service and care from order and payment processing to customer inquiries and timely follow-up to Tier 1 support.  What sets SIGNIA apart is the high tenure of our agents.  This provides our clients with an experienced workforce and in turn an outstanding customer experience.  SIGNIA has the insights to identify how, when and on what platforms customers want to engage.