Csr (Customer Service Representative)

7 months ago

Terrebonne, Canada XPEL, Inc. Full time

Job description

**XPEL, Inc.** (Nasdaq: XPEL), a leading supplier of automotive paint protection films, window films, ceramic coatings and commercial/residential flat glass film, is currently seeking a **Customer Service Representative **for its Brossard, QC corporate headquarters..

**Summary**
We are seeking an energetic **Customer Service Representative**. The right person will enjoy a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.

**Core Duties**

**Inbound Telephone Support**
- Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:

- Answering basic questions about the company’s operation, product, services
- Entering, changing or checking on the status of orders using NetSuite ERP software
- Tracking and escalating support calls to the appropriate department or personnel
- Researching customer account issues
- Screening and forwarding phone calls to XPEL employees
- Logging all in-bound calls in to NetSuite

**Technical Support**
- Answering calls from customers and internal employees about XPEL’s proprietary software, including:

- Assisting with setting up, activating, deactivating and managing of customer accounts
- Assisting with the installation, operation, and troubleshooting of cutting plotters
- Supporting customers with basic questions about commonly used functions
- Resolving technical problems and escalating problems for further level of assistance
- Support customers with the use of XPEL’s website and on-line ordering tools
- Participating in an on-call after-hours support rotation

**Order Management**
- Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
- Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations

**Outbound Support**
- Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:

- Soliciting feedback from customers about the Company’s service, products or performance
- Informing customers about Company products, offerings
- Pro-actively calling customers in response to automated alerts about order delays or other problems
- Other duties as assigned

**Job Requirements**
- High School Diploma or GED
- 0-2 years of technical and customer support experience
- Knowledge of Excel, Word, Power Point and General Microsoft Office Applications
- Ability to communicate professionally and effectively
- Excellent phone, interpersonal, and organizational skills
- Ability to speak and write in Spanish a plus

**XPEL, Inc.** (Nasdaq : XPEL), l’un des principaux fournisseurs de films de protection de peinture automobile, de films pour fenêtres, de revêtements céramiques et de films de verre plat commerciaux / résidentiels, est actuellement à la recherche d’un **représentant du service à la clientèle **pour son siège social de Brossard, QC.

**Résumé**
Nous sommes à la recherche d’un représentant du **service à la clientèle énergique**. La bonne personne profitera d’un environnement au rythme rapide, est un résolveur de problèmes proactif et s’efforce de faire partie intégrante de l’équipe et du succès de l’entreprise.

**Tâches principales**

**Assistance téléphonique entrante**
- Répondre aux appels entrants à la ligne d’assistance principale de la Société et prendre les mesures appropriées en fonction du type d’appel, notamment:

- Répondre aux questions de base sur le fonctionnement, le produit et les services de l’entreprise
- Saisie, modification ou vérification de l’état des commandes à l’aide du logiciel NETSuite ERP
- Suivi et escalade des appels d’assistance au service ou au personnel approprié
- Recherche de problèmes de compte client
- Filtrage et transfert des appels téléphoniques aux employés de XPEL
- Enregistrement de tous les appels entrants dans NetSuite

**Soutien technique**
- Répondre aux appels des clients et des employés internes au sujet du logiciel propriétaire de XPEL, notamment:

- Aider à la configuration, à l’activation, à la désactivation et à la gestion des comptes clients
- Aider à l’installation, à l’exploitation et au dépannage des traceurs de coupe
- Aider les clients à répondre à des questions de base sur les fonctions couramment utilisées
- Résoudre les problèmes techniques et les aggraver pour un niveau d’assistance supplémentaire
- Soutenir les clients dans l’utilisation du site Web de XPEL et des outils de commande en ligne
- Participer à une rotation de soutien sur appel après les heures normales de travail

**Gestion des commandes**
- Surveiller la file d’attente du support de l’entreprise, répondre ou transmettre les cas à la partie appropriée
- Finaliser et traiter l’exécution des commandes pour les différents sites

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