CLIENT SUPPORT

The client support rep is responsible for working with the client relations manager to resolve any product or customer service issue by facilitating trust and good relations with customers. This role will aid sales team and IW in saving a sale by finding alternative solutions to solve problems. This person will uphold IW policies and make decisions based on the best needs of the customer and Industry West.

The client support representative position will be expected to:

Role and Responsibilities

  • Effectively facilitate large amounts of incoming calls from support extension
  • Identify and assess customers’ needs to achieve satisfaction while also trying to save the order
  • Create sustainable relationships of trust through open and interactive communication through phone and support email box
  • Uphold customer service expectations by providing feedback on the efficiency of the customer service process to the client relations manager
  • Provide pricing and delivery information - tracking or information regarding when an order will be shipped or delivered on site
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Facilitating a good customer relationship after a sale is closed
  • Communicate and coordinate with Supply Chain team on inventory issues for back orders or quality control issues
  • Facilitate returns and mis-ships by partnering with the client support lead
  • Help sales team up-sell or cross-sell product in order to safeguard our revenue and retain our customers

Qualifications and Education Requirements

  • High school diploma
  • College degree in related field preferred

Preferred Skills and Education:

  • Experience with Mac
  • Experience with POS systems
  • Leadership experience preferred
  • Two Years of sales experience preferred

Physical Demands and Travel:

  • Live in Jacksonville

Competencies:

  • Proven customer support experience
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices
  • Excellent verbal and written communication skills 
  • Experience working in a fast-paced environment
  • Solution oriented, problem-solving aptitude
  • Ability to work well within a team
  • Ability to remain calm under pressure

Industry West provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. In addition, Industry West will provide reasonable accommodations for qualified individuals with disabilities.

To apply send cover letter and resume to contact@industrywest.com