Customer Service Representative - Non Technical (CCS)

Customer Service Representative - Non Technical (CCS)

Customer Service Representative - Non Technical (CCS)


Job ID 100738
Location
UNITED STATES - IL - SCHAUMBURG


Job Category Sales and Marketing

,

Admin Support
Position Type
Experienced


Relocation Provided
None


Education Required
High School / Secondary


Experience Required
1 - 3


Basic Qualifications
New graduate with a Bachelors degree OR a Candidate with 3+ years of experience in customer service
support
sales experience

Department Description Customer Care Services (CCS) is a customer service organization within Motorola Solutions. The organization is a part of the Product and Business Operations - Supply Chain and Operations team.

Our organization is focused on business to business customers who include state and local entities, federal government agencies, authorized channel partners and resellers. CCS customer service agents are responsible for supporting in-bound customer service calls which involve resolving a wide variety of complex customer issues. Call types include order inquiries, warranty replacement requests, post sale related customer service inquiries and service/ repair requests of Two-way radios.

Motorola Solutions Government & Public Safety Business product portfolio focuses on Motorola's professional Two - way radios, and parts and accessories for the two - way radios.

CCS agents represent Motorola Solutions to our customer's. Our ability to provide best in class customer service is part of the Motorola Solutions brand. When our customers think of Motorola Solutions, they think of our products AND the support we provide. Our customer's are our lifeblood and each CCS Agent needs to provide reliable, dependable support.

Customer Care Services' training program is best in class and designed to educate new agents on the processes and procedures prior to supporting customer inquires. The Training Program is lead by an experienced trainer who is the new hires acting supervisor during training. Training is not only focused on supporting the call types, but is also focused on developing your professional business behaviors.

CCS has a strong focus on employee and career development. This is an excellent position to gain base Motorola Solutions business knowledge and work toward your next step within the company. Our goal is to develop your knowledge and professional behaviors so that you can contribute to the company throughout your career. While movement is encouraged, this position has an eighteen (18) month commitment.

Candidates with business, networking or engineering degrees have equal opportunity to grow and develop careers within the company.


If you are interested in joining a fast-paced environment that will provide you an opportunity to start your career with a successful company, this is the position for you! This is not just a call center customer service position, we are supporting the customers that support and use Motorola Solutions products. The impact of this position resonates throughout Motorola Solutions.






Scope of Responsibilities/Expectations
- Tactfully and courteously interface with customers in order to build strong business relationships

- Proactively utilize strong problem solving skills in order to deliver customer focused solutions

- Analyze and resolve a wide variety of complex customer business issues

- Educate customers on respective business processes and procedures

- Demonstrate active listening and consultative selling skills when promoting additional products and services

- Display strong verbal communication skills through daily customer interaction

- Act as single point of contact for external customers, business partners, and internal business groups

- Exercise multi-tasking skills when managing multiple systems and applications during customer interaction

- Integrate customer transaction survey into call model thus supporting CCS's business initiative to evaluate customer service support levels

- Utilize internal business tools and applications to effectively resolve the customer's issues. This involves multi-tasking between systems while interacting with the customer

- Focus on first call resolution

- Maintain Departmental/Organizational service level goals

- Convey strong understanding of Motorola customer satisfaction and business goals

Work Environment:

- Office environment

- Hours of operation: 7:00 am - 7:00 pm

- Candidates must be flexible to support shifts scheduled within the hours of operations
Specific Knowledge/Skills
Candidate must be able to begin work on specified training date. Our training session runs a minimum of seven (7) weeks and new hires are required to attend the training session without interruption. All vacation requests are suspended during training

- New graduate with a Bachelors degree OR a Candidate with 3+ years of experience in customer service, support, sales experience

- Exhibit strong ownership and follow through. CCS Agents own the customer's issue and drive the resolution to ensure the customer is satisfied with the end result

- Strong observation and researching skills. CCS Agents need to research and pursue information that assists in resolving the customer's issue. Allowing an issue to go unsolved because an agent does not have the desire to drive a resolution is not an option

- Exceptional Interpersonal skills required

- Strong determination in the face of challenges. CCS's call volume is constant and Agents must answer every call without hesitation. Our customer's count on dependable, reliable support

- Strong verbal and written communication skills

- Must have strong organizational skills and the ability to handle multiple tasks. Effective time management skills required

- Proficient computer skills with emphasis on windows based applications

- Fluency in French or Spanish a PLUS

- Inbound call center or customer service experience a PLUS

- Customer focused; detail orientated individual

- Ability to maintain a positive attitude in a high stress/fast paced work environment

- Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported

- Confident individual who is willing to assume responsibility

- Demonstrates high degree of drive and determination. Successful CCS Agents never back away from a challenge and are willing to go the extra mile to provide outstanding customer service

- Adaptive and flexible individual who is willing to learn and make recommendations for improvements

- Ability to work and make decisions with minimal supervision

- Individual contributor and team player