Technical Support Customer Service Representative

C+A Global



Technical Support Customer Service Representative

Job Details
Job Location
Edison - Edison, NJ
Position Type
Full Time
Job Shift
C+A Global is a leading international manufacturer based in Central New Jersey, who is the supplier of thousands of cool and unique electronics, cameras, photography equipment and accessories in the consumer marketplace. It has the exclusive licenses of private brands such as Polaroid, Zink, Skymall, Ivation and LyxPro, and KODAK just to name a few! With our outstanding, award-winning products being released every year, our brands attract the attention of well-known media outlets such as the Ellen DeGeneres Show, The Today Show, and The New York Times!

Job Position Title: Technical Support, Customer Service Representative

Department: Customer Service

Reports To: Director of Customer Service and Technical Support

Facility Location: Edison, NJ

Shift Type: Full-time, Day

Work Shift: Monday-Thursday 9:00am-6:00pm, Friday 9:00am-2:00pm (hours may vary)

Total Weekly Hours: 40

FLSA Status: Non-exempt, Hourly

Position Overview:

The Technical Support/Customer Service Representativeis responsible for providing technical support, customer service and parts support for our customers via email, phone and live chat. This includes processing warranty claims and post warranty activities. Additional duties to include cataloguing parts, maintaining daily and weekly reports and working closely with vendors, manufacturers and management team. This position reports to the Director of Customer Service and Technical Support.

Essential Duties and Functions of Job Position:
  • Accurately responds to questions and assists customers with product features, installation, setup and troubleshooting via phone, email and live chat
  • Process warranty claims, clear work orders, and fulfill parts requests
  • Determine customer needs and discuss all solution methods
  • Interact and coordinate with other departments to resolve customer issues
  • Test, analyze and clear customer reported trouble
  • Offer alternative solutions where appropriate with the objective of retaining customers and clients business
  • Able to adapt to the growing needs of the department/company as seen fit by management
  • Use customer service techniques in upselling additional products or services
  • Work with customers seeking assistance with post-order issues such as returns, replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues that may arise from the order fulfillment process
  • Meet customer satisfaction, efficiency metrics and issue resolution targets, exceeding customer expectations, building customer loyalty and taking advantage of sales opportunities when appropriate
Minimum Qualifications:
  • High School Diploma or GED preferred
  • 2-3 years of working in a technical or customer service field
  • Experience working in a fast paced environment and/or call center is a plus
Physical Requirements:
  • Must be able to lift 10-20 lbs, sit for extended periods of time, stairs, reach, twist, bend, stretch, climb, walk and/or run
Working Conditions:
  • Must be able to work shift hours and seasonal changes based on the needs of the business
  • Must be able to work in an office setting
  • Must be able to work in a fast paced environment
  • Must be 18 years or older and eligible to work in the US
  • Must be able to read, write and speak English
  • Must pass a Background Check
All applicants are subject to a background screening.

CA Global is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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