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Company

PSI Services LLC · 2 hours ago

Call Center Customer Service Representative

Olathe, KS

Full-time

Remote

Entry Level

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ConsultingEducation

Hiring Manager

Dick Buschmann

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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.

Qualification

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Technical SupportCustomer Experience

Required

Strong organizational and time management skills.

Ability to work independently and as part of a team.

Professional and courteous demeanor.

Excellent communication and interpersonal skills.

High School Diploma or Equivalent.

Experience in Customer Services related field.

Preferred

Experience as a Support Specialist or Customer Experience Team Manager.

You should be able to handle multiple tasks at once and understand different products and the various benefits of each one.

You need to be available for your scheduled shifts during our operating hours, including during training, where lunch and breaks are planned. You should also be flexible enough to adjust your daily schedule and be willing to work overtime or on weekends if necessary.

Benefits

401k/Pension/Retirement Plan – with country specific employer %

Enhanced PTO/Annual Leave

Medical insurance – country specific

Dental, Vision, Life and Short Term Disability for US

Flexible Spending Accounts – for the US

Medical Cashback plan covering vision, dental and income protection for UK

Employee Assistance Programme

Commitment and understanding of work/life balance

Dedicated DE&I group that drive core people initiatives

A culture of embracing wellness, including regular global initiatives

Access to supportive and professional mechanisms to help you plan for your future

Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities

Company

PSI Services LLC

Glassdoor

3.8

PSI has over 70 years of experience providing worldwide testing solutions to corporations, federal and state government agencies, professional associations, certifying bodies and leading academic institutions.

Founded in 1946