Representative, Customer Care - Hyperion Solutions : Job Details

Hyperion Solutions is a technology driven vertical transportation solution provider headquartered in Memphis, Tennessee, and with offices around the United States. Hyperion Solutions connects trusted and respected brands to create the premier integrated provider of Systems & Components, Digital Solutions, and Technical Services for the Vertical Transportation industry. As a transforming company, we are continuously looking for positive, energetic, passionate people to join our team.Hyperion Solutions is currently seeking an experienced Representative, Customer Care for our Mesquite, TX location to support our Texacone product line. Reporting to the Manager, Customer Care, the Representative, Customer Service plays an important role in acting as a liaison between the company and our customers, providing information about products and services, resolving any emerging problems that customers might face with accuracy and efficiency, and ensuring a high standard of customer satisfaction. A successful representative is one who consistently delivers exceptional service, resulting in high levels of customer satisfaction and loyalty. This is measured by the ability to effectively and efficiently resolve customer issues, contribute to the improvement of customer service practices and maintain accurate records of customer interactions.Primary Responsibilities:• Reception and Customer Interaction:o Greet visitors, coordinate visits with employees, and maintain the visitor log.o Answer and route phone calls while responding to customer inquiries via phone and email to process quotations and orders.o Provide accurate quotes by interpreting job specifications to ensure proper materials and pricing.o Proactively communicate with customers regarding order issues to strengthen relationships and ensure a positive experience.• Order Processing:o Process quotes, orders, and additional sales forms efficiently and accurately following the ERP system guidelines.o Manages detailed records of customer interactions, transactions comments and complaints.• Problem Resolution:o Acquiring in-depth knowledge of our products and customer base to autonomously address a wide range of questions.o Provide appropriate solutions and alternatives within appropriate timing and ensure customer issues are resolved and followed up on as needed.o Collaborate with logistics and accounting and any other departments to ensure seamless order fulfillment and customer experience.• Perform all other duties as assignedJob Requirements• High school diploma required.• 2 years of Sales or industry experience preferred• Prompt and regular attendance Required• Excellent knowledge of MS Office and office management software (ERP etc.)Capabilities:• Communicate effectively:o Share information with the team. Actively listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.• Delivers high quality work:o Make sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate. Seeks additional work after finishing tasks.• Displays technical expertise:o Keeps technical skills current. Effectively applies specialized knowledge and skills to perform work tasks. Understands and master's technical skills, knowledge, and tasks associated with the role. Shares technical expertise with others.• Prioritizes and organizes:o Allocates time and attention based on what is most important to achieve key goals and objectives. Effectively organizes and balances tasks and prioritizes to keep multiple projects on track.• Manages resources:o Has an authentic interpersonal style that engages others and encourages high performance. Uses personal influence to encourage and support.• Resolves conflict:o Able to handle confrontation in a professional and constructive manner. Avoids conflict, when possible, but does not shy away from addressing issues when necessary. Is a skilled mediator when needed.Hyperion is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, services, programs and activities.We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.Benefits:At Hyperion Solutions, Inc., we understand that our employees are our most valuable asset. We offer a competitive salary, generous benefits package, opportunities for advancement and a positive work environment that recognizes initiative and enables personal growth.

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