Service Agent 2020-08-04T15:26:40+00:00

Service Agent

Job Description

The Service Agent is responsible for managing inbound touches from each specific Earthworks customer segment via all multichannel platforms. Touches can include sales questions, process questions, or repair questions. Platforms include live chat, social inquiries, phones, email, and text. The Service Agent must have exemplary customer service management skills while being adept at multitasking and problem solving. Service Agent must be able to type over 50 WPM and must be familiar with macros, shortcuts, and text expanding principles. Service Agent must be able to advocate for the customer’s needs and to be able to route the customer to the most appropriate channel / partner if they cannot solve the issue directly.

Earthworks does not sell direct to consumer so the role of Service Agent fills the traditional inbound sales role. Additional responsibilities include being able to work with and to communicate needs to the marketing department as well as being able to interface with and to pass leads over to top resellers.

Essential Functions:

  • Fluent working knowledge of ZenDesk or comparable Saas Omni-Channel Service Platform.
  • Can Do Attitude is non-negotiable
  • Team playing, problem solving, go-getter who understands what going the extra mile means.
  • Must be highly self-directed but able to take feedback and to follow scripts and templates.
  • The work that you will do will be transparent and visible to all. It will be constantly reviewed and refined to better serve the customer and the company.
  • Background in sales is not mandatory but highly prized.
  • Minimum 3 years work experience in customer service field
  • Exemplary recommendations / testimonials from former customers required
  • Background / experience with RMA requests / troubleshooting field issues

Working Environment

Remote / Office

Physical Demand

Light but may need to serve at tradeshows which demands being on your feet for 10 hour days.

Position Type / Hours of Work

Full Time

Reporting

This position reports to VP of Sales & Marketing

Submit Your Resume

Resumes may be submitted via email or mail.

Earthworks Inc

Attn: Careers

37 Wilton Rd, Ste 1

Milford, NH 03055

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