Job Information
GeoSearch, Inc. Customer Support Manager (LiDAR) in Kansas City, Kansas
Customer Support Manager (LiDAR)
GeoSearch, Inc.
Published
January 26, 2023
Location
Kansas City, KS
Job Type
- Full-time
Category
- Mid-Level (5-10 years)
Description
The ideal location for this role is in Kansas City, however, remote work will be considered for highly qualified candidates.
The customer service department interacts professionally with our valued customers when they have questions or concerns. We’re looking for a highly skilled customer service manager to join our team and handle inbound and outbound phone calls, email requests, and face-to-face interactions using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. This person should also have experience in sales, as the opportunity may arise to promote company products and services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, the representative will be integral in reinforcing our reputation for exceptional customer service.
Objectives:
Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency
Identify and address customer needs, with a goal of total satisfaction
Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers
Meet customer-service department sales targets, generating leads when opportunities arise
Follow company guidelines and procedures for communications with minimal supervision
Recommend improvements to company processes for efficiency
Responsibilities:
Build expert, dynamic knowledge of the company’s products and services
Conduct research with available resources to satisfy customer inquiries
Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties
Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell
Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review
Required Qualifications:
Experience with industry-standard LiDAR and GIS software packages including TerraScan, TerraModeler, TerraMatch, TerraPhoto, DJI Terra, AgiSoft Metashape, RedCatch, Global Mapper, MicroStation, and ArcGIS is preferred
Familiarity with point cloud and orthophoto production workflows
Excellent customer care and focus; ability to assess customers' needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
Able to multitask, prioritize, and manage time efficiently
Excellent verbal and written communication skills
Previous experience in customer support, client services, sales, or a related field
Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software