Open Position: Customer Service Representative

Open Position: Customer Service Representative

Position Description:

Job Location: Lake Oswego, OR

Position Status: Full-time or full time

Compensation: Up to $40,000.00 a year

Position Purpose:

The Customer Support Associate 1 works as part of the Lightspeed Aviation Customer Support team to ensure that customers are served in a timely manner and experience an amazing interaction. This position is responsible for providing memorable service to customers on operation and maintenance of Lightspeed products and engages in multiple forms of communication technology such as phone, email, and online service requests. The CS 1 position is the entry point in the department, and has a clear roadmap to CS 2 and CS 3 roles as well as other internal opportunities as they arise.

Nature and Scope:

The entire Customer Support team is trained on company policies and procedures, but is given great latitude in understanding and solving individual customer situations. This role’s priority is to manage incoming orders and inquiries utilizing multiple systems such as Sage 300, Sage CRM, Woo Commerce, Paytelligence, etc. Training for all systems is provided by Lightspeed. This person will answer phone calls , answer general product questions, respond to emails, facilitate interdepartmental communication, and collaborate on customer escalations. This person may also actively participate in measuring and reporting on Key Performance Indicators (KPI’s). The actual tasks that the individual associate performs can and may change based on customer requirements.

Essential Duties and Responsibilities:

• Receive inbound customer calls, emails and web requests
• Answer pre-sales questions and educate customer on product/functionality
• Create cases for all documented field failure incidents, RMA’s for returns, replacements, and refunds.
• Listen to customers and enter appropriate notes into case, using defined questions, troubleshooting skills and acquired product knowledge.
• Follow up and problem solve on customer inquiries and concerns via phone, email, web, and mail.
• Ensure that Lightspeed’s reputation for outstanding customer service is upheld on every customer contact
• Use business insights and sound judgment to identify appropriate course of action to handle circumstances, which will benefit both cliental and the company.
• Participate in outbound marketing campaigns and attend tradeshows as practical; light travel may be requested.
• As customer requirements change, or workload in a particular area increases, each Associate may go outside their primary function area on a daily basis.

Education and Experience:

• 1-2 years of public-facing work experience.
• Positive “can-do” attitude.
• Natural ability to problem solve.
• Enjoys people and being part of a supportive team
• Team player that enjoys helping co-workers and customers.
• Microsoft Office software skills.
• Organized with ability to multi-task.
• Excellent interpersonal and business communication skills.
• Ability to maintain professional, courteous attitude under stress.
• Some technical interest and capability.
• Experience or interest in aviation, performance machine activities (driving, boating, motorcycling, etc), or extreme sports.

About Lightspeed Aviation:

Lightspeed Aviation is a lively, fast-paced company in an exciting industry. At the forefront of innovation, this is the ideal environment for someone who enjoys engaging a passionate customer base around a shared value for safety, exceptional service, and cutting-edge technology. We are a local, privately held company with a global brand, bringing the “best of both worlds” to those who are interested in working with a diverse customer base in a supportive and tightly knit team. At Lightspeed, we create a fun and friendly community, a collaborative environment, and opportunities to grow and advance your career. Additionally, our Customer Support team is enthusiastic and team-oriented. They are recognized as central to the success of the company and as such, given the resources and encouragement to make decisions for the benefit of our customers. If this sounds like the kind of team you want to be a part of, we encourage you to apply!

If you’re interested in joining our team, please send your résumé and cover letter addressing the questions found on the careers page to [email protected]. Please use “Customer Support Representative”  in your subject line.  We’ll review your information and respond if there’s a potential match.