Customer Service Representative

Company Overview

At Opus IVS, our mission is to drive advancement in the automotive industry by assisting customers with complex vehicle repairs. Guided by our core values of Customer Focus, Innovation, Collaboration & Teamwork, and a Results-Driven approach, we continually strive to develop advanced technology that empowers us to fulfill our mission. 

Opus IVS technology & products has been a leader in the industry since the late 90’s. Opus IVS offers modern collision shops an integrated platform of leading diagnostics and calibration solutions, anchored by expert technicians and cutting edge, patented technology.

Job Overview

Our Customer Support Representative will set appointments, answer calls, troubleshoot product failures and escalate issues through established processes. 

Responsibilities:

• Utilize internal CRM to set RAP service appointments
• Answers inbound calls from customers
• Document and create a record for the CRM of all customer and client interactions in a complete and accurate manner 
• Uses documented policies, procedures and guidelines for carrying out the duties of the position
• Troubleshoots product failures and escalates when necessary
• Escalates issues through processes that are established by the Call Center Supervisor
• Escalates issues as needed to the Sr. Customer Support Technician
• Other duties as assigned

Qualifications:

• High School Diploma or equivalent or three (3) years of successful experience in customer service
• Proficient in using a standard desktop computer with Windows and Microsoft Office 
• Ability to interact professionally and work effectively with all levels of employees and a highly diverse workforce and client base
• Ability to accurately enter data and call documentation
• Must be able to work a flexible schedule during assigned shift and may be asked to cover absences on other shifts

WHAT WE OFFER:

• Competitive Pay: We know your value and we’re not afraid to pay for it. We offer a competitive total compensation plan including salary, bonuses, tuition reimbursement, and a match contribution to your 401k.
• Time Off: Besides our competitive paid time off package, employees receive paid holidays and floating holidays.
• Benefits: We offer a comprehensive benefits package, including all the necessities such as medical, dental, and vision.
• Opportunity: to be a part of a fast-growing company working to make the world safer!

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, disability status or any other characteristic protected by state, federal, or local law.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of the job, the employee is regularly required to use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk or hear. The employee frequently is required to stand, walk and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.