Job description
Company Description:
Cornerstone Automation Systems (CASI) is a privately held, state-of-the-art software, engineering and production company that designs, manufactures, and implements turnkey intelligent automation systems for warehouse and central pharmacy operations that serve a broad base of industries. The Company is owned by Management and other investors.
Various schedule 4-10’s, Starting from 6:30am to 8:00 pm; some weekends.
Various schedule 4-10’s, Starting from 6:30am to 8:00 pm; some weekends.
Salary range $17-$19
Job Description:
The Customer Service Representative (CSR)’s role is to provide outstanding first contact with CASI customers. Operating on behalf of the Client Services department, they will be responsible for being the first point of contact regarding any inquiries into the CASI ecosystem. They intake customer calls/emails and create relevant case notes/call routing to support customer requests. As most inquiries are technical in nature, the CSR will be responsible for providing simple troubleshooting.
Responsibilities:
- Respond to inbound phone calls with courtesy and professionalism.
- Communicate effectively with customers to provide an accurate and thorough case intake for new customer inquiries.
- Able to research and identify how to correctly route a customer’s request.
- Correspond with customers and team members via email, instant messenger, texting, Zoom, or other media.
- Accurately create case notes within Zendesk customer management software (CMS), as well as customer ticketing software (Service Channel, Service Now).
- Follow troubleshooting guides and diagrams to resolve simple issues with industrial automation equipment.
- Access and effectively utilize virtual desktop interfaces to update customer software or provide. troubleshooting assistance.
- Adhere to escalation procedures when issues are outside of the scope of the CSR role.
- Utilize downtime to expand knowledge base and troubleshooting ability; intention to grow into a larger role as a Customer Service or Onsite Technician.
Qualifications:
- 2+ years of Customer Service experience. (Virtual/over the phone a plus)
- Excellent verbal and written communication skills.
- Attentive to detail/able to adhere to a standard of work.
- Open to constructive feedback/evaluation of work.
- Experience using Microsoft Office (specifically Outlook/Word; Excel a plus).
- Working knowledge of basic computer skills (Microsoft Windows OS primarily).
- Ability to sit at a desk for extended periods of time (95% of shift).
- Bilingual is a plus (Spanish/French especially).
All successful candidates must:
- Have two forms of valid documentation.
- Pass a criminal background check.
- Pass a drug test.
- Be authorized to work in the United States.
Benefits:
Benefits package including medical, dental and vision insurance along with a profit-sharing plan.
Cornerstone Automation Systems LLC is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.
Our company headquartered in North Frisco Texas is a recognized leader in the development of automated distribution center solutions. We manufacture and integrate automated solutions for our customers worldwide with installations in the United States and around the world. Visit our website at www.casiusa.com to learn more about our products and services.
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