The Triage Customer Service Representative is the first point of contact for a customer seeking support assistance. This individual is highly customer focused and an excellent communicator. The Triage Representative greets our customers, identifies the support issue, sets the support expectation and routes the call accordingly.

Responsibilities

• Responsibilities include, but are not limited to, the following:
• Handles inbound phone calls from our customers
• Able to properly document issue descriptions by asking product specific questions
• Makes outbound phone calls when necessary to provide follow ups to new or existing issues
• Tracks customer issues utilizing Microsoft CRM
• Maintains detailed records within CRM and follows case management guidelines
• Creates and manages Return Merchandise Authorization (RMA) forms
• Participates in equipment recovery related to rentals and loaners
• Maintains a high level of customer service by creating an outstanding support experience and exhibiting excellent customer service skills
• Must be empathetic with ability to interpret a customers state of mind and alter communication style accordingly
• Must be able to adapt to change of direction easily
• Other tasks may be assigned in accordance with business needs

Qualifications

• Work Experience
• 1 to 2 years of customer service experience in a call center environment
• Detail oriented and highly organized
• Strong written and oral communication skills
• Must work well independently and work in a matrix based organization with minimal direction
• Strong MS Office Skills
• Experience working in a Customer Relationship Management System (CRM)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.