Does the idea of working in a fast-paced environment invigorate you? Do others say you have the ability to remain calm and calm others in the midst of stressful situations? Do you enjoy a collaborative team environment and appreciate the opportunity to serve others?

We’re looking for a customer support team member who can provide our customers with a remarkable experience when placing orders, troubleshooting their equipment, or seeking the assistance of an ABI Team Member. If you are looking for a fun, high-energy environment that will utilize your love of serving others while giving you room to grow professionally, take a look at the details below. Success in this role requires a heart of service and the ability to endure the day-to-day challenges inherent in serving customers with a wide range of expectations. If that sounds like you, apply below!

Basic Function: The Customer Support Representative is responsible for nurturing customer relationships through professional and positive problem-solving communication and efficient support case management.

Primary Activities & Responsibilities:

• Provide ongoing customer support and problem resolution for ABI product owners and users.
• Build and maintain healthy emotional relationships with customers in an effort to encourage future engagement and sales.
• Leverage oral and written communication skills both internally and externally.
• Quickly and efficiently process product orders and resolve parts order cases.
• Maintain best customer support practices for all customers by utilizing excellent, in-depth knowledge of company products and programs.
• Follow up with Customers post-delivery to ensure satisfaction and coordinate communication with more senior-level Customer Support team members when necessary.
• Respond to incoming phone calls for support.
• Accurately and timely document all customer interactions, ensuring that customer files are up to date and with pertinent information.
• Assist with the completion of warranty claims, no-charge product request, request to ship, and product return forms to ensure compliance with company policies.
• Assist with tier 1 technical support questions.
• Provide support to all ABI staff regarding product questions, orders, modifications, and applications.
• Projects and other duties as assigned.

Secondary Activities & Responsibilities:

Answer & Route Phone Calls:

• Professionally and enthusiastically answer phone calls and route them appropriately throughout the business, serving as an integral intermediary between the public and the ABI team.
• Answer multiple incoming calls almost simultaneously.
• Create cases for Customer Support Team.
• Utilize ABI’s CRM (business software) to discern the caller’s context and document all pertinent activity.
• Identify and properly escalate priority issues while seeking to reassure and emotionally de-escalate customers.
• Act as a gatekeeper, providing a kind and professional filter to streamline or divert calls in a manner consistent with ABI brand story and core values.
• Emotionally engage, empathize with, and serve callers, assisting with their needs even if not ABI related.

Ideal Candidate:

• Excellent oral and written communication skills required
• Excellent organizational and problem-solving skills
• You flourish in a team environment
• You find joy and satisfaction in empathizing with and caring for people
• You contribute energy, positivity, and encouragement.
• Mechanical skill set and/or outdoor equipment knowledge
• Bachelor’s degree preferred
• Minimum of 2 years of experience in a direct customer support capacity

Basic Requirements:

• Must be self-motivated and able to work alone and in collaboration.
• Must have excellent organizational and communication skills.
• Must be willing to participate in ongoing education
• Must be proficient in utilizing computers, mobile devices, and core office applications.
• Must have a high school diploma or equivalent
• Must have the ability to sit, stand, and see a screen for eight hours throughout the course of the workday
• Must have a High School Diploma or GED equivalent required
• Must have the ability to safely lift 50 pounds
• Must be agreeable to and able to pass random drug testing.
• Must be willing to work full-time, in-house.
• Must be legally authorized to work in the United States.