Direct Hire - Customer Support Representative 
Location: Mentor, Ohio 
Shift: 1st shift M-Th 8 AM – 5 PM, Fri 8 AM – 4 PM  
Salary: $45,000 – $52,000 per year + Quarterly Bonus! 
Benefits starting Day 1, 3 weeks PTO, 10+ paid holidays & 401k 

This role offers a fantastic opportunity to be directly hired into a supportive and dynamic team, where you can play a significant role in driving the satisfaction and growth of our customer base. If you are passionate about delivering excellent customer service and eager to contribute to a team’s success, we would love to hear from you

Job Summary
As a Customer Support Representative I, you play a pivotal role in generating revenue by facilitating the relationship between the company and its customers. You are tasked with obtaining orders through understanding customer needs, solving problems, providing technical information, and developing accounts. This role requires close cooperation with technical inside/outside salespeople and other team members to grow existing customer bases and create new customers while enhancing overall customer satisfaction.

Essential Duties and Responsibilities
– Customer Engagement
– Answer inbound phone calls to assist current and prospective customers.
– Initiate outbound calls to inform accounts of new products, promotions, and purchasing opportunities.
– Provide detailed product information based on customer needs and technical product capabilities.
– Offer solutions tailored to customer requirements.

Account Management
 - Open customer accounts by recording accurate information and obtaining necessary documents for verification.
 - Process orders received via phone or EDI from current and prospective customers.
 - Monitor order status and inform customers of any changes in order specifications.

Customer Service
– Answer questions about products, prices, availability, or credit terms.
– Manage all aspects of order entry, invoicing, and acknowledgments.
– Update and maintain customer records.
– Provide a professional service level in all communications.

Product and System Knowledge
– Obtain knowledge of the company’s products, services, and technical capabilities.
– Become proficient in the company’s operating system to perform daily functions and tasks.
– Problem Resolution
– Work with customers to resolve issues (RMA, billing, shipping, credit).
– Maintain open dialogue with sales team to ensure any problems are fully addressed.

Support Functions
– Respond to sales requests from social media sites.
– Provide marketing support.
– Additional Responsibilities:
– Perform other duties as assigned.

Qualifications
Education and Experience: This is an entry-level position. However, prior experience in customer support or sales is beneficial.
  – Excellent communication and interpersonal skills.
  – Strong problem-solving abilities.
  – Ability to navigate and utilize company operating systems efficiently.
  – Customer-oriented disposition.
  – Team player with a cooperative spirit.

What You’ll Get:
- Eligible for Medical, Dental, Vision Insurance as of Day One
- Employer Paid Life and Disability Insurance
- HSA with Employer Contributions
- 401(K) Retirement Plan with Company Match
- Employee Wellness and Assistance Programs
- Paid Maternity/Paternity Leave
- Paid Time Off
- 10 Paid Company Holidays 
 

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