Customer Service - Phones & Support (Onsite Only)

This is an Onsite Position only General Information: Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs. Key Aspects: Representative for Miedema Companies. Assist all coworkers and managers of all departments and companies as requested. Contribute to our positive and organized work environment. Skills or Abilities Required: Focus on a task and complete with thoroughness and detail. Manage multiple communications channels at once (chat, email, phone, text) Demonstrated passion for excellence with respect to treating and caring for customers Communicate clearly and professionally, both verbally and in writing Field complaints and unpleasant customers with respect Experience with Microsoft Office (Excel, Word, Outlook) Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings Punctual, organized, dependable, high availability and proven attendance Work well with co-workers and provide support as needed Training will include, but not limited to: Use & functionality of our auction site Use & functionality of our internal software systems Telephone system functionality Auction site training for understanding of process of auctions Daily task training as applicable Compensation & Schedule: This is a part time hourly position. Thursday – Noon – 7PM Friday – 830 A – 430 PM Rotating Saturdays from 9AM- Noon (currently every 5th Saturday) Schedule is subject to change (with notice) as needed to accommodate proper coverage Responsibilities will include, but are not limited to: Customer Service: Active participation in customer service center call queues Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly Efficiently gather the reason customer needs assistance (listen) Educate the customer when applicable to help them be self-sufficient Document conversations and actions taken Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services. Maintain a balance between company policy and customer benefit in decision making. Connect the customer to the best source of resolution based on their needs Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls) Place outbound calls to follow up on payment and pickup of items won on auction Documentation of all actions with customers Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience Front Desk Tasks that may include: Assisting walk in customers Mailing items out USPS / UPS as requested Printing Auction Catalogs Assist all co-workers as requested Job description is subject to change as needs arise, tasks may be added or reassigned