Audio Video Customer Service Representative

 

Insane Impact is the national leader of Mobile LED screen trailers and video wall installation, and we are looking for a Customer Service Representative to join our team. In this role, you will be responsible for supporting the service department by ensuring all customer tickets and service-related items are completed to ensure customer satisfaction.

Job Summary

Provide customer support to non-technical users operating rented and/or purchased video screens and/or scoreboards. Customers range from small non-profit organizations to large national events attended by thousands of people.

Job Description/Duties

• Receive and respond to all inbound service calls and emails in a timely fashion according to the Insane Impact standard
• Take customers through a checklist of items to help them solve issues
• Vet out and deploy solutions as needed either remote over the phone/internet or through service partner network for onsite support if needed
• Work with network of service partners and contractors as needed to solve customer issues
• Coordinate with the client on the personnel arrival, departure and equipment needed for scheduling
• Manage the production schedule and generate weekly reports to provide transparency to the team
• Ensure clients have all the pertinent information to alleviate any surprises as service needs arise
• Provide updates to the client throughout the course of the service request to ensure they are well informed
• Ensure all service issue has been resolved and the client is happy
• Manage all paperwork, service logs and training videos are included to ensure service team on-site has all information required for successful service request
• Keep records of interactions with clients and track common issues we have in the field through NetSuite
• Work with operational partners/manufacturers to ensure all service-related RMA’s are completed

Job Requirements/Experience

• 2 years of customer service experience with excellent customer service skills
• Ability to reassure and deal with stressed and/or anxious clients.
• High School diploma or GED
• Excellent time management skills, quick learner and ability to work independently.
• Experience with A/V, internet, cable, IT or general technology is a plus but not required.

Hourly Pay: $18hr-$25/hr depending on experience.

schedule: Weekday hours plus Saturday, 10:00-7:00 hours preferred but some flexibility. Option to work from home on Saturday.

Benefits

• Casual dress code with great company culture
• Growing company with advancement opportunities
• Health, Dental & Vision Insurance – 80% of Employee Premium by employer
• Life & Disability insurance- 100% paid by employer
• 401(k) with a 1:1 match up to 2%
• Paid time off: 15 days of holiday pay, 12 paid vacation days, 6 paid six days

Insane Impact is dedicated to the following core values:

• Customer-focused
• Family-oriented
• Safety-centric
• Team-meantility

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.am-mentality

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Work setting:

• In-person
• Office

Work Location: In person

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