Electro Rent Corporation

  • Customer Support Representative

    ID
    2018-1211
    Location
    Los Angeles, CA Area
  • Overview

    Reports to
    Customer Service Support Manager  

    JOB DESCRIPTION

    Summary/Objective

    The Customer Support Representative receives and manages telephone calls/emails regarding equipment and billing issues.  Provides a resolution to the problem or coordinates the activity with other departments as needed.  

    Responsibilities

     

    • Researches and resolves customer questions regarding billing, equipment issues, missing accessories and shipping issues.  Records information in PERFECT and maintains detailed call notes.  Provides status to other departments as needed.
    • Prepares Credit or Debit memos to resolve billing issues (payments, credit card, security deposit, etc.) and directs other billing issues to appropriate department; follows up to insure answer is provided to customer in a timely manner.
    • Process customer account changes (address, name, etc.) in PERFECT
    • Process rental/lease returns and canceled sales.
    • Performs other tasks as assigned.

    Qualifications

    • Must be proficient with MS Office Suite, particularly Excel.
    • Understanding and experience with Microsoft Dynamics is a plus
    • Requires experience in customer service or related area such as billing; should understand credit issues.
    • Experience in answering phone calls; call center experience preferred.
    • Comprehensive knowledge of Billing and PO procedures.
    • Ability to work overtime as necessary.
    • Ability to perform the required physical elements of the job (listed below).
    • Understanding of accounting practices as pertains to billing, payments and credit issues.
    • Working knowledge of computers, computer components and their relationship is helpful. 

    Measurement of Performance

    • Timeliness, accuracy, courtesy, clarity of communication and thoroughness of assistance provided to other departments, Sales and Customers.
    • General performance as defined by standard company performance evaluation form. 

    Physical Requirements

    All positions will require, to some degree, the physical abilities described below in order to perform the essential functions of the job:

     

    Work the expected hours, consistently arrive at work at the agreed time and follow Company rules and guidelines regarding breaks and meal periods.  Full time is typically considered to be 40 hours per week. 

    • Communicate effectively, both verbally and in writing.
    • Move around and through all work areas as needed; may include climbing stairs
    • Lift and/or move up to 10 pounds (i.e. books, reports, binders, etc.).
    • Regularly sit at the assigned workstation.
    • Use keyboard or equivalent equipment to access the computer.
    • Use hands to manipulate documents and general paperwork to view contents.
    • Read documents, reports, files, etc.
    • Communicate effectively using the telephone

     

    Electro Rent is the largest, most comprehensive test equipment services provider for market-leading customers around the world. We are focused on delivering outstanding service to customers across a broad range of industries including Aerospace/Defense, Telecommunications, Mobile/Computing, Power & Industrial, Automotive, Medical, Education, New Space, Data Products Rental and more. With $1.1 billion of inventory, immediate shipping to over 100 countries, and a world-class accredited calibration and repair lab, our team of experts solve tough technical and financial challenges related to testing.

     

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