This customer liaison is responsible for promoting and maintaining positive customer relations with our customers. Responds to customer inquiries by researching status of order for repair, return, or status of on-site field service scheduling. Interacts with other departments to ensure delivery schedule of RMA orders, new equipment and resolve account billing issues. Examines warranty claims, handles customer returns and exchanges. Provides product pricing and availability for Customer Service parts. Monitors and maintains database containing equipment location, serial number, revision level and warranty status. Must become familiar with Harmonic equipment nomenclature and application.

Requirements

- Associate degree – Bachelors desirable.
- 3 – 5 years direct customer service experience, preferably in a high tech manufacturing environment or the demonstrated ability to perform the job.
- Strong aptitude for multi-tasking.
- Must be able to work under extreme pressure in a real time environment and maintain a professional attitude and calm emotions when dealing with customers and other team members.
- Good verbal and oral communication skills are required. Ability to work independently or in teams, with excellent follow-through on tasks is essential. Must be able to generate clear documentation for internal and customer usage.
- Must have experience with Microsoft Windows applications such as Word, Excel, and Outlook.
- Knowledge and experience with Salesforce or similar customer support/call center software a plus.
- Ability to work independently.
- Must be able to follow a problem or issue to resolution in a timely and professional manner.
- Must be able to professionally communicate with customers, co-workers and vendors and quickly recognize and correct mistakes.