Service Support Representative

Customer Experience (CX) Service Support Representative
Location: Greenwood, IN

Hours: 8:00a-430p

Position Summary:
The Customer Experience (CX) Service Support Representative plays a key role in delivering exceptional support related to repair services. This individual is responsible for managing customer inquiries, coordinating repair-related processes, and ensuring efficient, accurate, and timely solutions that meet customer needs. This position requires a customer service mindset, strong communication skills, and the ability to work cross functionally with internal teams.

Key Responsibilities:

• Respond professionally and promptly to customer inquiries via phone and email.
• Provide accurate information regarding products, services, repair procedures, and pricing.
• Utilize active listening skills to identify root causes of customer concerns and provide effective solutions.
• Manage all repair related activities including, but not limited to, will calls, scrap notices, service quotes, warranty denials, and pricing.
• Achieve and maintain daily performance targets in line with departmental KPIs.
• Collaborate cross functionally with internal teams to resolve customer issues efficiently, aiming for first contact resolution.
• Apply de-escalation techniques and maintain professionalism in challenging customer service situations.
• Escalate complex or sensitive issues to the Team Lead, Supervisor, or Manager as appropriate.
• Maintain accurate documentation of customer interactions in internal systems.
• Continuously build product and process knowledge to support evolving customer needs.

Qualifications:

• High school diploma or equivalent required; additional education or certification in customer service or business administration is a plus.
• 1-2 years of experience in a customer support or service operations role preferred.
• Exceptional verbal and written communication skills.
• Strong interpersonal skills with the ability to work effectively in both independent and team-oriented environments.
• Proven ability to prioritize tasks, manage time effectively, and handle multiple competing demands.
• High attention to detail with strong organizational and analytical skills.
• Demonstrated ability to resolve customer complaints efficiently and professionally.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint); experience with Oracle, OnePoint, Korber, Connect+, GenesysCloud preferred.
• Familiarity with internal service standards, warranty processes, and repair workflows.