Virginia Beach, Virginia
Posted: Tuesday, 17 January 2017
Location:Virginia Beach, Virginia, United States of America
Posted Date:17/01/2017 8:30:53 AM
Technical Service Rep. ? Social Media
Virginia Beach, VA
You will play a vital role in providing assistance to STIHL dealers and end-users for product and technical inquiries. You will also be the primary contact for Social Media concerns as related to customer service.
. Primary contact for customer service issues or complaints via online channels using social media monitoring tools. Resolves customer complaints and problems to the satisfaction of the customer.
. Train internal team members on social media monitoring tools and processes.
. Works closely with Social Media Manager to develop social care systems and refine Standard Operating Procedures ongoing as necessary.
. Supports the Tech Service team with inbound customer service inquiries both online and offline.
. Provides appropriate advice to resolve customer's technical and application issues whether they are routine, non-routine or complex in nature. Acts as the technical expert in the customer service department and advises other customer service representatives on complex technical issues in order to handle customer inquiries.
. Ensures that advice is consistent with company safety and product application guidelines as published in owner manuals and other documents.
. Educates the customer about STIHL Inc. products and services and directs each toward available resource for help.
. Develops, recommends and coordinates the implementation of new procedures to ensure efficient utilization of resources.
. Creates and maintains activity logs within CRM that reflect the nature of each call in order to capture possible trends.
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