Customer Service Representative

About this Opportunity:

As a Customer Service Representative, you will provide basic technical support and assistance to customers via e-mail, phone, or chat. Additionally, address and respond to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. As we continue to evolve and live our Orion values, we are looking for someone to grow with us.

We can consider external candidates for this position who are able to accommodate a hybrid work schedule in one of our following offices: Omaha, NE, Berwyn, PA, Sacramento, CA, Hebron, KY, Chandler, AZ, Provo, UT, or Idaho Falls, ID.

In this role, you'll get to:

• Answer incoming customer telephone calls in a courteous and professional manner

• Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner

• Provide customers with preventive maintenance and configuration recommendations

• Record and route customer requested changes in an appropriate manner

• Escalate more complex inquiries to a higher-level support team

• Answer customer inquiries and provide accurate technical and/or product-related information

• Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues

• Follow up with customers consistently when necessary

• Obtain customer feedback openly and without judgement

• Effectively communicate customer issues, feedback and concerns to all applicable internal staff members

• Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Zendesk

• Organize and maintain file system, tickets assign to self and all correspondence

• Maintain working knowledge of products and/or services

• Prepare correspondence for company ticketing system as needed

We're looking for talent who:

• Has a high school diploma or equivalent

• Has minimum of 6 months of customer service or call center experience required, preferably in technical support

• Possess a basic understanding of the organization's products and services

• Is proficient on Windows OS, internet savvy

• Obtain Orion Industry Certification

• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization

#LI-AP1

#LI-Onsite

#LI-Hybrid

Salary Range:

$17.37 - $24.46

The pay listed in this posting indicates the estimated pay at the time of this posting; however, may vary depending on geographic location, job-related knowledge, skills, and experience. In addition, Orion offers a competitive benefits package which includes health, dental, vision, and disability coverage on day one, 401(k) plan with employer match, paid parental leave, pet benefits including pawternity leave and pet insurance, student loan repayment and more.

About Us

As One-Orion, we accomplish our best work by being personally accountable to each other and the clients we serve. We are creating a welcoming environment where everyone is respected, valued, and heard. Our willingness to disrupt ourselves, and the industry ensures we stay ahead of client expectations. Thinking differently is in our DNA - we innovate, push boundaries, reject the status quo, and relentlessly pursue transformative outcomes. It is our collective will to win that drives Orion's success and powers success for our clients and everyone at Orion.