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

Willingness to work a flexible schedule and occasional overtime when needed, including Saturdays as scheduled

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: (call center)

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

Assist all co-workers as requested

Job description is subject to change as needs arise, tasks may be added or reassigned