Job description

Location: Dreamline - Warminster, PA

Position Title:

Technical Support Representative Tier 2

Reports To:

Customer Service Supervisor

Job Family:

Division:

Customer Service

Reviewed & Updated:

July 2020

About the Role:

The Technical Support Representative is responsible for managing customer queries regarding the technical aspects of their shower door installation and other issues. They will process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.

Essential Duties & Responsibilities:

• Maintain a positive, empathetic and professional attitude toward customers at all times
• Maintain up-to-date product knowledge.
• Responding promptly to customer inquiries.
• Communicate with customers through various channels.
• Acknowledge and resolving customer complaints.
• Process orders, forms, applications, and requests.
• Keep records of customer interactions, transactions, comments and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.

Qualifications:

• High school diploma, general education degree or equivalent.
• Prior experience in shower door installation and/or general installations.
• Ability to discuss technical issues and provide solutions over the phone.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers.
• Experience working with customer services.

Closing Statement:

This brief summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s Manager at any time based upon need.

DreamLine is a proud Equal Opportunity employer, m/f/d/v.

Job Type: Full-time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Warminster, PA 18974: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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