Columbia, MD
Full-time


Essential functions:

  • Learn and become proficient in FLAVORx, Fillmaster and FillPure products, equipment, and services.
  • Answer incoming service calls, chat sessions and emails from customers to perform initial diagnosis of issue. Subsequently, take action to correct the issue.
  • Work with all departments to resolve any customer related issues with the highest degree of accuracy, effectiveness, and promptness
  • Document and track issues within the Customer Relationship Management (CRM) system
  • Follow up with all third-party call center requests in a timely manner
  • Recommend process, policy or procedure additions and modifications to ensure the company has the most effective resolutions
  • Owns the resolution of an issue through completion to the satisfaction of our customers
  • Primary resource for product and application questions received by other support team members
  • Thinks about any improvement that can be made to internal and customer-facing technical documentation to provide clear and concise answers to commonly asked questions
  • Take on additional tasks as assigned

Job Requirements:

  • Bachelor’s degree in related field
  • 2+ years in a support/help desk environment/call center
  • Knowledge and understanding of the technical and application environment
  • Water filtration, automation system knowledge a plus
  • Excellent verbal and written communication
  • Able to work under pressure, high volume, and major events that impact the customer

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