Customer Service/Monitoring Support

ZoomSystems seeks an energetic self-starter who is passionate about Customer Service and the needs of our end consumer. This individual will play a key role in developing and driving to completion the daily process for tracking and maintaining the current customer service portfolios. This candidate must have solid analytical skills and be able to understand the core operating procedures of ZoomSystems’ business. The Customer Service Specialist must be able to prioritize inbound customer inquiries and issues via email and telephone.

Primary Responsibilities:

• Research, resolve, and respond to Customer Service inquiries and issues via telephone and email. Provide support in accordance with ZoomSystems policy and established Service Level Agreements (SLAs).
• Attend to all Customer Service escalations immediately and maintain an accurate and detailed issue tracking log, including follow-up conversations or resolutions with customers and all issues that require the assistance of the Operations staff.
• Drive process improvements within the Customer Service area to include documentation of all customer service related procedures and develop email/templates for existing and new customer service issues.
• Monitor the daily progress of ZoomSystems’ current national ZoomShop network and report on all issues and status.
• Document and respond to all network issues that impact machine performance accordingly.
• Maintain ownership of all inquiries via our help desk “TrackIT” system for the internal customers, ensuring accurate and timely resolution.
• Research and prepare daily, weekly, and monthly analytical reports on the overall operational performance of all ZoomShops.

Requirements:

• Exceptional communication and interpersonal skills: ability to effectively interface and build relationships with customers and team members.
• Resolution management skills: ability to effectively resolve issues with customers and team members in a timely manner.
• Excellent organizational skills and attention to detail: ability to prioritize demands and multi-task to complete daily and weekly objectives.
• Work ethic: desire to work in and adapt quickly to a fast-paced, rapidly growing environment.

Note: This is may require weekend and holiday work.

Compensation:
F/T, salaried. Authorized to work in US and travel internationally. Please submit resume and salary requirements to jobs@zoomsystems.com

 

 

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