Customer Service Representative

Description Summary: The Customer Service Representative primary objective is to be available to answer incoming calls and categorize cases within our CRM as well as provide immediate support for password resets/session resets. The shift is 9am to 5pm.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

• Prioritize, categorize, and Assign support cases that are received from each customer and create cases into CRM
• Monitor CRM for new cases to ensure correct categorization upon automatic creation processes
• Monitor incoming cases; report customer issue trends that impact access and/or functionality to the Support Management Team
• Receive Customer calls, take user id, contact information and problem to create support case for issue
• Inform customers of M3 Support Policy as needed
• Manage Tech support email box. Forward in process mail to appropriate support specialist or create new support case as necessary.
• Monitor Support Voice Mail box and create support cases or forward messages accordingly.
• Receive and reply to emails and other correspondence from M3 team members and customers
• Provide suggestions for improvement of M3 procedures and software functionality
• Attend all scheduled M3 meetings and conference calls
• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues
• Assist all other M3 team members in customer support where needed
• Other duties as assigned by the Support Management Team 

Education/Training/Experience: 

• Entry level, internship exp. preferred or 1-3 years of experience in a customer service position.
• Associate’s Degree in Accounting/Finance or Computer Science preferred, or an equivalent combination of education and experience.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, MSExcel).
• Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
• Previous experience with a Customer Relationship Manager product is preferred. 

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to travel in representing the company’s interests required.
• Ability to attend work and meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.