YorkWorks

Job Category: Full Time

Primary Function:              To accurately enter service orders into the ERP system. To promptly resolve and record client complaints and call-backs, and to troubleshoot problems remotely or authorize product returns.

Tools & Equipment:          The ERP system and the customer returns database.

Education / Knowledge:  Community College Diploma in the electronic field.

Experience:                         At least 2 years of successful customer service experience in a comparable industry.

Skills / Competencies:                             

• works under minimum direction from the Client Services Manager.
• accurately enters all requests for product repair in the ERP system in accordance with the service order creation process and associated instructions.
• can effectively identify exchange orders, return orders, warranty versus non-warranty orders, etc.
• accurately records all client complaints / call-backs and returns in the returns database.
• deals with customers in a courteous, competent and professional manner.
• where applicable, resolves problems over the phone effectively and quickly.
• understands and correctly applies client & company warranty terms.
• authorizes and records product returns.
• completes work within expected periods of time.
• communicates well with colleagues and the Client Services Manager.

• maintains good workstation housekeeping.

• has minimum absenteeism and is punctual.
• completes documentation accurately and completely.

• performs other work as assigned by the Client Services Manager.

  *customer service rep-markham* in your subject line