Residential Tech Support Agent - Tier 1

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

To assist customers with purchased orders, stock checks and general information.  Acts as a liaison between customers and AO Smith regarding specialty questions and advice. Process orders for materials or merchandise received by mail, telephone, or personally from customers or company employees by performing the following duties. 

Responsibilities

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
  • Answering incoming calls and emails, as well as following up on previous issues with customers solving electric and gas water heater equipment issues,
  • Documenting call, installation, and product information.
  • Researching product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
• Assist customers with understanding how to properly use AO Smith products and resolve problems that may arise. 
  • Use Virtual Remote Assistance (VRA) to verify whether the tank isn’t repairable and to justify the whole tank replacement.
• Handle requests for replacement part for manufacturer related issues in a timely and accurate manner. 

• Remains educated and up to date on current and new products with technical aspects of water heaters and related equipment.
• Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
• Makes warranty related decisions for water heating and related equipment approx. $1500.
• Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations.
• Serves as the first contact our customers and potential customers have with our company.  It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
• Perform other duties as assigned.

Qualifications

• One-year certification from college or technical school

• High school diploma or GED in related field will be considered with equivalent field experience.

• 2-4 years related experience; or equivalent combination of education and experience.
• Must be able to type a minimum of 40 words per minute
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Software and hardware operation as well as keyboarding experience
• Willing to work a 40-hour schedule within open hours of operation, 7:00am – 8:00pm Monday - Friday; rotational 8:00am – 6:00pm Saturday.  

Education

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.