Call Center Agent- Commercial Products

Planar Systems, Inc. combines twenty years of experience in flat-panel display technology with end-market expertise to form a unique high-tech company. Our technological versatility, coupled with highly collaborative customer relationships, produces unequalled innovations and value.

 

Duties

The Commercial Business Unit Call Center Agent is responsible for receiving and processing in-coming calls and email from End Users, Distributors and Resellers.  The CBU Call Center Agent utilizes call scripts and trained skills in reading troubleshooting trees techniques for dealing with an angry customer, and others to troubleshoot customer issues and provide timely solutions.  The Agent will also be responsible for providing input to ensure CBU call center processes are maintained.  This role has a direct impact on customer service experience and satisfaction. 

 

 Responsibilities  In a timely manner, respond to customer service requests received via phone, email or voice mail for CBU products. Track and reproduce customer service requests.  Escalate unsolved service requests to Customer Support Engineers (CSEs), Logistics or Management.  Track escalation resolutions utilizing the service call logs and databases.Identify and escalate customer issues and failure trends to appropriate individuals. Provide input to ensure customer service documented processes are updated as changes occur.Assist CSEs with recreating customer product issues and following up on issues.Route calls on a multi line phone system, accept packages and greet visitors, in support of coverage for the receptionist's breaks.May work in other business unit call centers.Provide feedback as requested for LAMP process.Other projects as required.

 

Qualifications High School Diploma or GED required.Minimum of one year of Call Center experience in high-tech industry required.  Prior experience supporting PC hardware and software preferred.Must have excellent written and verbal communication skills and demonstrated ability to communicate appropriate information to customers in a professional manner.Previous experience using a personal computer with a Windows operating system required. Demonstrated proficiency with office and email applications required.  Prior experience with Lotus Notes & MS Office preferred.Punctuality and reliable attendance is critical.Demonstrated strong organizational skills with the ability to multi-task in a fast paced environment.Demonstrated ability to work effectively in a team environment.Demonstrated ability to problem-solve, to think and act innovatively.Demonstrated self-motivation.

 

Planar Systems is an Affirmative Action, Equal Opportunity Employer. We are committed to maintaining a drug-free workplace.

 

You will find this job on our website. You may enter your profile and resume there. Candidates must apply online. Due to volume of responses, no phone calls will be accepted. Resumes will ONLY be accepted online at:  http://www.planar.com/Careers/Careers_Home.html