Customer Support Representative Job Listing at Kelly Services in San Jose, CA (Job ID US3550815_BH9777343)

Description

Customer Support Representative
Location: San Jose, CA
Pay Rate: $26/hr
Position Summary: Responsible for representing the brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases.
Essential Duties & Responsibilities:

• Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
• Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
• Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with financial policies.
• Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.
• Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
• Communicate guidelines and policies effectively with all internal and external customers.
• Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
• Work with cross-functional teams to prioritize urgent repair orders.
• Exemplifies analytical competency.
• Effective prioritization of assigned tasks.
• Extensive troubleshooting capabilities.
• Assist in oversight of team's shared inbox.
• Assess and escalate urgent situations to leadership when necessary.
• Enter complaint information in a timely manner for tracking and visibility.
• Maintain excellent customer service throughout all interactions.
• Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
• Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
• Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
• Collect and distribute daily team metrics.

Why You Should Apply:

• Competitive pay rate of $26/hr
• Opportunity to represent a reputable brand
• Engaging work environment that promotes professional growth
• Chance to work with cross-functional teams and enhance troubleshooting capabilities

This Job Might be an Outstanding Fit if You:

• Have excellent communication and customer service skills
• Possess strong analytical and troubleshooting capabilities
• Are able to multitask and prioritize effectively in a fast-paced environment
• Have experience in handling customer inquiries and managing documentation
• Are proficient in assessing and escalating urgent situations when necessary
• Demonstrate professionalism, timeliness, and genuine care in all interactions

What Happens Next: Once you apply, we will review your skills and experience to see if it is a good fit. Regardless of the outcome, being in our network means that all our recruiters will have access to your profile, expanding your opportunities even more.
Helping you discover what's next in your career is what we're all about, so let's get to work. Apply to be a Customer Support Representative today!

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

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