Job Details

We are looking for a dynamic and customer-focused individual to join our team! As a Customer Support Representative at Loffler, you will play a critical role in ensuring our clients receive the support they need. With responsibility for answering calls, processing service and supply requests, and managing customer accounts, you will be a key player in delivering exceptional service to our clients. We are seeking someone who is able to work in a fast-paced environment, with excellent communication and problem-solving skills. Join us and help us continue to build a reputation as a leader in the industry!

Essential Duties and Responsibilities:

All areas of responsibility listed below are essential to the satisfactory performance of this position, with reasonable accommodation, if necessary. Any non-essential functions are assumed to be included in "other related duties as assigned":

• Processing service requests from clients on the phone or submitted electronically and paging the detailed information to the appropriate technician in the field.
• Processing supply requests from clients on the phone or submitted electronically.
• Set up Service for Out-State devices, process the requests through third-party dealer, relating initial assessment, then manage the request to ensure services is performed in a timely and cost-effective manner, all while keeping the customer informed and up to date.
• Attempts to troubleshoot customer concerns and triage the call prior to sending it to a field technician, trainer, or network specialist.
• Continually works to increase equipment, software, and connectivity knowledge to assist customers.
• Direct incoming calls to different areas of the company when applicable.
• Issue credits for product returns/RMA (Return Merchandise Authorization).
• Sign up Customers and field questions for Einfo/Loffler customer portal.
• Update dispatch reference guides.
• Special Projects as assigned.
• Cross-train in other areas of the department to fill in where needed.
• Other related duties as assigned.
• Responsible for understanding, staying updated on, and abiding by the Employee Handbook as written.

Qualifications/Requirements:

• Minimum of three days in office
• Strong follow-through skills.
• Superior customer service skills.
• Ability to work with minimal supervision.
• Works well under pressure and achieves deadlines.
• Ability to work with detailed information accurately.
• Ability to multi-task several duties.
• Ability to communicate both written and orally.
• Proficient with Microsoft Office and Outlook software.
• High school diploma/GED and one year of related experience.

Work Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually minimal.

For information on the physical demands of this job, see Human Resources.

The posted range for this position represents a good faith estimate of the minimum and maximum starting compensation for this role. In addition to the base salary, we offer a comprehensive benefits package that includes health and dental insurance, retirement plans, and paid time off.

Why Work for Us?

• Top Workplace
• Career Advancement
• Employer Paid Life Insurance and Disability
• Paid Time Off, Volunteer Time, Holidays, Bereavement, and Parental Leave
• Benefits Package including FSA, Medical, Dental, and Vision
• 401K with Employer Match
• Tuition Reimbursement

Loffler Core Values

What Defines our Culture.

• Positive Attitude: Be Part of the Solution. Put Extra Effort in All You Do. Everything You Do Matters. Be a Team Player.
• Integrity: Live the Mission. Be Honest. Deliver on Commitments. Do What is Right.
• Innovation: Be a Visionary. Welcome New Ideas. Work Smarter.
• Customer First Focus: Exceed Expectations. Delight Our Clients. Bring Value Every Day. Always Do a Good Job.
• Professionalism: Commit to Excellence. Learn & Improve. Looks and Words Matters. Best in Industry; Field Expert.
• Drive for Results: Performance-Orientated. Hard-Working. Refuse to Lose. Accountable.

Loffler Companies is an Equal Opportunity Employer that is committed to diversity and inclusion in the workplace.