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ASSA ABLOY Group · 23 hours ago

Jr. Technical Customer Service Representative

Wyomissing, PA

Full-time

Hybrid

Entry Level

2+ years exp

ASSA ABLOY Group is the global leader in access solutions, and they are seeking a Junior Technical Customer Service Representative to handle technical support inquiries for Baldwin electronic locks. The role involves providing exceptional customer service, troubleshooting issues, and supporting warranty processes while maintaining a high level of output and quality.

BiometricsConsumer ElectronicsElectronicsFurnitureHomeland SecurityManufacturingPublic SafetySecurityService IndustrySmart Home

H1B Sponsor Likely

Responsibilities

Accurately, quickly and courteously receive incoming electronic lock warranty support telephone calls and extract the maximum amount of critical support information from the consumer, in a minimum amount of time, while providing a 5 Star Customer Experience

Accurately and quickly utilize computer-aided CRM system, to create cases, trouble-shoot and document consumer product/warranty issues, and process warranty order fulfillment

Ability to demonstrate a clear understanding of general electronics, electronic locks, and mechanical locks

Excel in detailed level troubleshooting to mitigate Cost of Failure (COF)

Serve as an information resource to internal customer. Locate requested information through additional sources

Provide continual closed loop feedback to Field Sales Engineer, Engineering, Quality, Marketing, and Sales continue to improve product and service offering

Handle calls in standard Tech Service queue and Consumer Service queue as needed. Support process warranties for legacy Baldwin product, and follow up on order inquiries as required

Observe consumer survey and feedback operations providing appropriate best practice responses

Maintain prompt and regular attendance according to company/department policy

Model the our eight Core Capabilities to achieve service excellence, meet and exceed organizational objectives and support fiscal responsibility

Acts as a coach/mentor to other CSRs and serves as a “shadow” trainer for new hires by modeling the key department service performance policies and procedures

Participate in job-related training sessions and seminars and continuous education classes relative to product and process compliance

Qualification

Technical customer serviceBasic mechanical aptitudeProblem-solvingMicrosoft OfficeBilingual (Spanish/French)Coaching understandingWork under stressMulti-taskingCommunication skillsInterpersonal skillsOrganizational skills

Required

High School Diploma Required

2 years of equivalent customer support function and/or call center work experience

Microsoft Office and Excel skills required

Type 40+ WPM

Good verbal and written communication skills

Problem-solver; ability to deal with customers (internal and external) in difficult situations

At least two (2) years of experience in a product-based customer support function and/or call center environment

Understands coaching concept and is coachable

Understands our Winning Culture Values

Basic mechanical aptitude, ability to understand technical product issues

Familiar with Windows-based computer applications

Familiar with iPhone and/or Android –based smartphone applications

Ability to perform appropriately under stress and with displeased consumers

Flexibility to work overtime and weekend hours

Strong attendance and punctuality are required

Preferred

Bilingual in Spanish and/or French a plus

Preferred in the hardware and home improvement industry

Familiar with Salesforce.com a plus

Technical customer service experience preferred

Company

ASSA ABLOY Group

Glassdoor3.7

ASSA ABLOY Group is a door opening solutions, dedicated to satisfying end-user needs for security, safety, and convenience. It is a sub-organization of ASSA ABLOY Group.

Founded in 1994

Stockholm, Stockholms Lan, SWE

10001+ employees

http://www.assaabloy.com/en/com/

H1B Sponsorship

ASSA ABLOY Group has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2024 (1)

2021 (1)