Location: Durham, NC

2nd Shift 2PM-10:30PM, Mon-Fri.

Job Summary:

Reporting directly to the Manager of the Customer Care Center, this person plays a key part in our Customer Service team! This role updates databases, answers support calls, and keeps record of important information.

Job Responsibilities:

• Answer phone support calls and log data into Customer Relationship Management (CRM) software
• Interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• Receives customer requests and prepares documents/trouble tickets related to processing returns (RMA), servicing and exchanges.
• Updates databases with status of returned materials issues and accounts for returns inventory.
• Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules.
• Coordinate after-hours shipment of emergency parts.
• Maintains records of returns, schedule changes, product enhancements or changes and product pricing, and resolves return credit problems.
• May collect data and compile reports from monitoring software.
• Ensure seamless transition of activities between shifts.
• Other duties as required.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

• Direct customer interaction (including troubleshooting assistance)
• Strong computer skills in using office programs (Excel, FSM Salesforce, and Word)
• Strong oral and written communication skills
• Demonstrated customer service skills
• Must be able to lift up to 30 pounds.

• Be a professional with drive, ambition, self-starter/motivator.
• Have excellent analytical and customer skills are required as well as a demonstrated ability to handle complex problems and find ways to address them.
• Demonstrate ability to develop and maintain an awareness of issues.
• Exhibit sound practice in issue identification, analysis, and resolution.
• Use effective verbal, non-verbal, and listening skills to meet BH business needs.
• Be personally committed to developing themselves, if relevant, their team members.
• Create and maintain customer relationships that are built on a foundation of consistent, high quality service delivery. Effectively, drill down into customer issues and quickly resolve issues, while managing internal and external expectations.
• Experience working in a call center environment

Education and Experience:

• A high school diploma or GED and a minimum of 1 - 2 years of related experience or equivalent combination of experience and education is required.
• Direct customer interaction (including troubleshooting assistance) strongly preferred.

Travel:

• This position does not require travel.

Physical Requirements:

• Ability to remain in a stationary position 75% of the time.
• Ability to type on a keyboard.
• Ability to hear and talk.
• Ability to move about inside the office to access file cabinets, office machinery, etc.
• Ability to operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Requires close vision for computer work and reviewing correspondence.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell does not require full vaccination at most sites. However, those customers that do require full vaccination against COVID-19, it is required to provide documentation prior to hire. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are offered a position with our company, we have an accommodations process in place for those requests.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual's qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.