Insane Impact is the national leader of Mobile LED screen trailers and video wall installation, and we are looking for a Customer Service Representative to join our team. In this role, you will be responsible for supporting the service department by ensuring all customer tickets and service-related items are completed to ensure customer satisfaction.
Job Summary
Provide customer support to non-technical users operating rented and/or purchased video screens and/or scoreboards. Customers range from small non-profit organizations to large national events attended by thousands of people.
Job Description/Duties
- Receive and respond to all inbound service calls and emails in a timely fashion according to the Insane Impact standard
- Take customers through a checklist of items to help them solve issues
- Vet out and deploy solutions as needed either remote over the phone/internet or through service partner network for onsite support if needed
- Work with network of service partners and contractors as needed to solve customer issues
- Coordinate with the client on the personnel arrival, departure and equipment needed for scheduling
- Manage the production schedule and generate weekly reports to provide transparency to the team
- Ensure clients have all the pertinent information to alleviate any surprises as service needs arise
- Provide updates to the client throughout the course of the service request to ensure they are well informed
- Ensure all service issue has been resolved and the client is happy
- Manage all paperwork, service logs and training videos are included to ensure service team on-site has all information required for successful service request
- Keep records of interactions with clients and track common issues we have in the field through NetSuite
- Work with operational partners/manufacturers to ensure all service-related RMA’s are completed
Job Requirements/Experience
- 2 years of customer service experience with excellent customer service skills
- Ability to reassure and deal with stressed and/or anxious clients.
- High School diploma or GED
- Excellent time management skills, quick learner and ability to work independently.
- Experience with A/V, internet, cable, IT or general technology is a plus but not required.
Hourly Pay: $18hr-$25/hr depending on experience.
schedule: Weekday hours plus Saturday, 10:00-7:00 hours preferred but some flexibility. Option to work from home on Saturday.
Benefits
- Casual dress code with great company culture
- Growing company with advancement opportunities
- Health, Dental & Vision Insurance – 80% of Employee Premium by employer
- Life & Disability insurance- 100% paid by employer
- 401(k) with a 1:1 match up to 2%
- Paid time off: 15 days of holiday pay, 12 paid vacation days, 6 paid six days
Insane Impact is dedicated to the following core values:
- Customer-focused
- Family-oriented
- Safety-centric
- Team-meantility
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.am-mentality
Job Type: Full-time
Pay: $20.00 - $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
Work setting:
- In-person
- Office
Work Location: In person
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