Technical Customer Service Representative - Zip North America

• Responsibilities:
• Manage all aspects of Technical and Customer Service Administration, including order tracking, return goods processing, product and technical knowledge requests, product registration, and service requests for commercial and consumer clients via phone, email, text, or video.
• Provide frontline technical support and troubleshooting assistance for products, working directly with consumers, prospective clients, and contractors to diagnose and resolve product-related issues.
• Collaborate closely with Regional Service Managers to ensure high levels of customer satisfaction, accurate problem resolution, and consistent communication on service cases.
• Take ownership of technical and service-related inbound calls and emails, logging all issues and resolutions in Salesforce CRM and managing each case through to a complete resolution.
• Educate and promote the Zip Care service plan as part of service interactions, clearly communicating the plan's features, value, and coverage to drive enrollment and retention.
• Maintain and update customer records and case details in Salesforce CRM, ensuring accurate tracking of communications, technical issues, and follow-up actions.
• Emphasize product/service features and benefits, quote prices, answer all questions regarding product line
• Represent and reinforce the company's brand identity and values through all communication channels and customer touchpoints.

Requirements:

• University or college degree in a relevant field or an acceptable combination of education and hands-on experience.
• Proven experience in technical customer service, help desk support, or product troubleshooting.
• Strong technical aptitude with the ability to quickly understand functionality and resolve technical issues remotely.
• Strong problem identification and objections resolution skills
• Exceptional verbal, written and interpersonal communication and presentation skills
• Self-motivated, with high energy and an engaging level of enthusiasm
• Ability to perform basic calculations and mathematical figures
• High level of integrity and work ethic

Preferred:

• Salesforce or other CRM platform experience- 2-3 years
• SAP or other ERP platform experience- 2-3 years
• Microsoft Office experience including Word, Excel, PowerPoint- 4-5 years
• Customer Service Experience in an affluent community or with an upscale product- 2-3 years
• Experience working closely with Sales and Service Professionals and/or Appliance Repair Technicians

Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this position; Resourcefulness, Passion, Decision Making, Independence, Initiative, Team Player, Analytical Skills, Organizational/Planning, Customer, Focus, Written/Oral Communication

Target Salary Range: $62,500 - $75,000 year. Exact pay will be based on factors including, but not limited to relevant education, qualifications, experience, level, geographic location, and business and organizational needs. Full-time positions are eligible for competitive benefits, including: paid time off, health, dental, vision, life, disability benefits and 401(k).

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