Job Description
Job Description
Be the Voice of Support! Drive customer satisfaction through proactive repair updates at Sony Paramus!
This role will be responsible for active communication to the Sony Paramus Service Depot customers. This role will take the lead for monitoring repair statuses and providing continuous updates to customers via phone and email. Candidate will work in a fast paced, fluid environment and make independent decisions to the benefit of the customer base and department
This role works onsite at the Sony broadcast and professional facility and works directly with repair and engineering teams as point of contact obtaining necessary technical information to support and / or expedite repair process if necessary.
Schedule and Location :
- 40 hours per week; Monday-Friday; 7 : 00am-4 : 00pm
- Sony Electronics at 115 W Century Rd in Paramus NJ 07652
What we Offer :
24.00 - $27.00 per hour, based on experienceMedical, dental, vision, life and prescription insurance plans401(k) optional retirement savings plan with employer matchPaid time offPaid holidaysWhat you'll be doing :
Work in both office and warehouse / repair environmentResponsible for handling incoming client and consumer customer inquiries and outgoing follow-up through phone and email, including services offered, repair pricing, delivery information, repair status, crafting repair estimates, processing approvals, no-fault-found troubleshooting, additional information required or accessories needed requests.Work directly with repair and engineering teams as point of contact obtaining necessary technical information to support and / or expedite repair process.Resolve customer requests, questions and complaints in a timely manner determining best use of resources and if necessary, corrective actionsAbility to operate office software, equipment computers, terminals and phone systems as necessary.Handle new account inquiries and forward to the appropriate department(s)Maintain records, prepare reports and perform assignments and related clerical dutiesShare ideas and suggestions to improve the Customer Service departmentWork with CRM and Process Management information systems to analyze situations.Follow the Client’s scripting and training documentation to handle inquiriesContinually learn Client’s processes and proceduresAttend training provided by client to enhance knowledge base and repair processesQualifications :
Minimum of two (2) to three (3) years fulfillment / customer service center experienceFamiliarity with SAP a plusMulti-task oriented with excellent communication and problem-solving abilities.Knowledge of general business computer software and aptitude to learn new software applicationsProficient in Microsoft Office (Access, Word, Excel, Outlook, PowerPoint)Excellent interpersonal skills, strong verbal (speaking, listening, interpretation) and written communication skillsExcellent customer service skills inclusive of handling situations in a professional mannerAbility to handle changing priorities and use good judgment in stressful situationsAbility to work in a fast-paced and quickly changing environmentAbility to work flexible hours, if / when needed, overtime as requiredKnowledge of Salesforce and SAP preferredRequirements :
Must be able to use a computer, phone, and other standard office equipmentMust be mobile and able to sit and / or stand for four (4) hours or moreFrequent – talking, hearing, walking, sitting, repetitive motions, climbing, stooping, kneeling, crouching, reaching, handling, graspingMust be able to lift 30 lbs.Occasional – balancing, eye / hand / foot coordinationMust have the ability to climb ladders in compliance with OSHA standards
We are an Equal Opportunity Employer
SONYREP
