Come work for Net@Work ranked #29 among the world’s 501 most strategic and innovative managed service providers (MSPs) and the top Sage partner in North America!
Net@Work is a full-service technology and business consulting firm specializing in the consulting, selection, and implementation of business-first technology. We understand systems and software and see the big picture of how it all needs to work together, today and into the future. From ERP, CRM, Employer Solutions, eCommerce and related business management solutions, to Cloud and IT Managed services, our experts work together to provide a 360º degree view of our clients business needs today while providing an IT roadmap for their future.
The Customer Service Representative will provide support to Net@Work clients and is responsible for building and maintaining strong working relationships with Clients users while resolving issues that impact client success. The CSR is responsible for maintaining a high level of customer satisfaction by being an advocate and liaison between our customers and Net@Work’s internal operations.
Gain and maintain a knowledge of Net@Work products and services across the portfolio
Be a voice for accounts internally and help senior leadership understand product/services concerns, shortcomings, and desired offerings.
Identify and assess customers’ needs to achieve satisfaction
Drive resolution of escalated account issues in coordination with Billing, Support, and other departments and ensure customer satisfaction.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Utilize customer relationship management tools to keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Education and Skills:
Bachelor’s degree or equivalent training in business, marketing or sales.
Exceptional communication and relationship management skills
Energetic attitude with strong work ethic
Capable of working independently to achieve long-term goals, while also comfortable working in a team environment to solve problems
High attention to detail and willingness to get “in the weeds” of a problem in order to understand and solve it.
Proficient knowledge of computer, Microsoft Outlook, Word, Excel
Typing skills of at least 40 wpm
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Communication Skills: Communicates well one-on-one, in small groups and public speaking. Keeps people informed. Writes clear, precise, well-organized documents using appropriate vocabulary, grammar and word usage.
Team Management: Motivates and inspires the team, leads by example, manages and resolves conflict, delegates appropriately.
Customer Focused- Monitors client satisfaction, establishes partner relationship with clients. Visible and accessible to clients.
Pragmatism:Generates sensible, realistic and practical solutions to problems.
Negotiation skills: Achieves favorable outcomes in win/win negotiations.