- Manage and resolve customer inquiries through Zendesk while meeting response-time, ticket-resolution, and CSAT expectations.
- Document customer interactions in Zendesk and update records in NetSuite.
- Coordinate with technicians and service providers, including dispatching service requests when needed.
- Communicate with the Support Team through Slack, email, and Zoom.
- Assist customers with Refill Station servicing, filter replacements, billing inquiries, and general product information.
- Use macros and scripts to respond across communication channels.
- Escalate unresolved issues to the appropriate team members.
- Coordinate freight and logistics with 3PLC warehouses, LTL freight partners, and small-parcel shipments.
- Audit and validate NetSuite data for accuracy in reporting and customer records.
NetSuiteSlackZendesk+2 more