Customer Service Associate

Nesco Resource is looking for a Customer Service Associate for our client located in Rochester, NY. The Customer Service Associate will be responsible for all customer service related inquiries including technical support, service, external customer communication via email, advanced unit network related concerns, and device validity concerns. Troubleshooting, dispatching, part ordering, and following up to close out calls professionally and within a specific time frame is expected. If this sounds like you apply today!

• Answer all incoming calls; Handle Technician Calls; Follow-up on After-hour Calls
• Troubleshoot service calls for resolution
• Dispatch service calls to technician service network as needed
• Handle all Email Communication with External Customers
• Remotely monitor units, contacting location as necessary for resolution
• Conduct outbound courtesy and troubleshooting calls
• Process incoming sales leads
• Process customer reorder for supplies
• Verbally instruct technician or external customer through a process
• Identify, order, and ensure delivery / return of appropriate service parts
• Maintain regular communication with service technicians as required
• New Model Troubleshooting and Technical Support including Remote Monitoring
• Handle Unit Networking
• Handle Data/Media Sales Concerns
• Handle inquiries with reference to Clinical Validity
• Data Entry
• Service Reporting
• Back up Reception area as needed
• Other duties as assigned from time to time

• Associate Degree and 3 years Customer Service experience or High School Diploma and a minimum of 5 years Customer Service/Technical Support experience is required
• Must have strong ability to multitask in a fast-paced environment, paying strong attention to detail. Ability to navigate two computer screens, with multiple windows simultaneously
• Possess strong verbal and written communication skills
• Demonstrate the ability to effectively instruct others to follow step-by-step procedures in an efficient manner
• Strong Technical aptitude
• Extremely knowledgeable in troubleshooting and resolving issues in an efficient and timely manner
• Proficient in Microsoft Word, Excel & Outlook. Prior experience with an ERP system is preferred, SAP a plus
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Ability to work independently and in team atmosphere where responsibilities are shared
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Possess & demonstrate knowledge of Phone Etiquette for a business environment, and have strong customer focus
• Possess a strong aptitude in Data Entry within multiple computer programs
• Must be reliable, flexible and exhibit a professional, upbeat attitude
• Strong critical thinking and problem-solving skills

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.