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PDS Tech Inc Customer Service Representative in Madison, Wisconsin

PDS Tech, Inc. is seeking a Customer Service Representative - (REMOTE), in Madison, WI.

Essential Duties and Responsibilities:

The Customer Support Rep is primarily responsible for processing incoming customer requests via phone and email. As a front-line representative of the company, this position directly influences customer allegiance. Also required is extensive interaction with other departments within the company to ensure that our commitments to our customers are met. Itemized duties include the following:

  1. Process online incoming telephone or e-mail service requests or parts orders through the SAP system, Cloud 4 Service, or Resource Center.

  2. Responds to and resolves internal and external customer requests and inquiries which may involve dispatching service, pricing, product availability, and returns.

  3. Identifies customer needs and appropriate course of action within established performance expectations and departmental procedures.

  4. Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.

  5. Stays abreast of new processes and initiatives by reviewing the company and departmental functional procedures and work instructions.

  6. Other miscellaneous duties as assigned.

Knowledge, Skills, and Abilities necessary to perform essential functions

  1. Willingness and ability to adhere to a structured telephone schedule.

  2. Demonstrates superior communication including active listening and questioning skills.

  3. Professional written and verbal skills.

  4. Excellent interpersonal skills/friendly and outgoing personality; enjoys assisting others.

  5. Demonstrates attention to detail and quality.

  6. Computer skills.

  7. Organizational skills.

  8. Time management skills.

  9. Ability to exhibit patience and empathy.

  10. Excellent problem-solving skills.

  11. Ability to multitask and work in a fast-paced environment.

  12. Works independently and demonstrates resourcefulness.

  13. Ability to readily learn and apply new information.

  14. Adaptable and flexible.

  15. Demonstrate the client's values – Integrity, Intensity, Innovation, and Involvement.

Minimum Education and Experience Requirements

  1. High School education required; college degree preferred

  2. Minimum 1- 2 years of customer service experience in an ACD environment.

  3. Must be proficient in Microsoft Office, including Word, Outlook, and Excel.

Physical/Environmental requirements.

  1. Physical Activities: Typing, sitting, standing, grasping, talking, hearing, repetitive motions.

  2. Level of Physical Requirements: Sedentary work.

  3. Level of Visual Acuity: Clerical, professional, or administrative.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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