Customer Support Specialist

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Customer Support SpecialistSMARTHOME is the world's leader in home automation and has been in business for over 18 years. Over the years, Smarthome has grown from a distributor of technical products to one of the world's largest home automation retailers, becoming a single, easy-to-use source for thousands of affordable lighting, security, and home entertainment products that the average do-it-yourselfer can safely install. Through our three divisions we retail over 6,000 products (www.smarthome.com), manufacture a wide range of remote control lighting products, and develop cutting edge technologies like INSTEON (www.insteon.net). Uses for our products include remote control lighting, whole-house automation, security and surveillance, home entertainment, and pet care.We offer our customers:
  • Exceptional customer service - customers are our #1 priority
  • Expert technical product support 6 days/week
  • Available via phone, email or online chat
  • Compare Tool providing a quick side-by-side product features comparisonDo you pride yourself on winning lifelong customers for the company you represent? Do you consider yourself to be a enthusiastic home automation techie?We're currently looking for a 'STAR' customer support professional to quickly become a leader on our customer support team. The ideal candidate will be someone who is keen to take on new duties, learn technical details of the products we carry, and be a team player in both customer solutions and technical support. If you enjoy working hard in a fun, fast-paced environment and possess a can-do attitude, Smarthome is the place for you.Customer Service duties include receiving and placing telephone calls. Maintaining solid customer relationships by handling their questions and concerns with speed and professionalism is key to this role. You will also perform data entry and may use research skills to trouble shoot customer problems. Excellent communication abilities are essential.Responsibilities:
  • Assist customers with requests and requirements pertaining to inbound customer service related phone calls and emails.
  • Order processing
  • Accurately input into and retrieve information from numerous computer software programs
  • Track shipments, Rate quotes
  • Follow up with customers to resolve billing questions and discrepancies
  • Communicate with other team members and Departments to facilitate the resolution of customer requests
  • Work to ensure maximum 8 hour response time to all customer service emails
  • Process catalog requests, create new customer accounts, maintain current customer accounts
  • Provide RMA (Return Merchandise Authorization) information to customers for product returns
  • Determine if a customer has received defective product by troubleshooting at a tier one level and providing satisfaction and creating customer loyaltyExperience Required:
  • Minimum 6 months experience within a call center environment, or other applicable customer service position
  • Excellent attendance
  • Strong desire to help and delight our customers, above and beyond customers expectation
  • Able to communicate clearly, both written and in speech
  • Type 30 wpm with accuracy
  • 'Thick skin' to be able to handle customer complaints, even when the customer is unpleasant
  • Strong attention to detail
  • Able to suggest Department and Company improvements
  • Work with a friendly, and pleasant style
  • Willing to build a long term relationship with the customer (not a job-hopper)Benefits:
  • Medical & Dental Plans
  • 401K
  • Flexible Spending Account
  • Life Insurance, AD&D & LTD
  • Wellness Program
  • Voluntary Vision Plan
  • Online Benefits Management
  • Friendly, casual environment with emphasis on teamwork
  • Significant employee discounts An Award Winning CompanyFeatured in OCMetro as One of the Best Places to Work in Orange County, SmartLabs, Inc. has a reputation for quality, reliability, integrity, and customer service, which has enabled us to expand both within the home automation market. Imagine the PossibilitiesSomeday you and all your friends and family will walk into your home and simply say 'hello.' Your home recognizes you, lights come on, you are told of an important message and your coffee maker starts - because you created your personal welcome home actions. If this sounds exciting, and you are able to lead development towards this goal and many others, then you are ready to join us at SmartLabs, Inc.Founded in 1992, SmartLabs, Inc. is the world's leading authority on electronic home improvement and automation. SmartLabs is organized into three companies: Smarthome Direct, which includes Smarthome.com, 'the Amazon of electronic home improvement' (Newsweek, 2004); SmartLabs Design, creators of best-in-class home control products; and SmartLabs Technology, the pioneering architects of INSTEON. To Apply For This Position:Please forward your resume, along with your salary requirement (or history) to: [email protected] SmartLabs, Inc. is an Equal Opportunity/Affirmative Action Employer, and a Drug Free Workplace.



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