Customer Service Representative

Customer Service Representative

Customer Service Representative – Fort Wayne

Position Overview

Your mission is to offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service.

You are literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only those committed to offering world class customer care need apply.

• Talks to customers over the phone, email, online chat or social media to resolve their questions or concerns
• Maintains and updates customer information as necessary
• Calmly attempts to resolve and de-escalate any issues
• Escalates calls to supervisor when necessary and appropriate
• Responds to requests for assistance and/or possible processing of credit card authorizations
• Tracks call-related information for auditing and reporting purposes
• Provides feedback reports on call issues related to downtime and/or training issues
• Upsells to customers as necessary
• Acts as an onsite with our manufacturing facility to support invoicing and shipping
• Troubleshoot products with customers and provide technical assistance
• Process refunds

Experience / Education

Qualified candidates must have experience in a high-functioning customer service-related environment.

Requirements include:

• Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
• Highly organized individual
• Ability to use phone and computer systems
• Excellent oral and written communication skills
• Strong listening/comprehension skills
• Ability to stay composed and objective
• Conversational, patient and confident, with a positive attitude
• Bachelor's degree or equivalent work experience

Byrna Technologies embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We hire based on merit without regard to color, religion, ethnicity, national origin, age, gender, sexual orientation, marital status, medical condition, military or veteran status, and any other characteristic protected by law.