Customer Service Representative (9:30a-6:00p MT)

Orion is a company that values support and accountability among its team members. They are seeking a Customer Service Representative to provide technical support and assistance to customers via various communication channels, ensuring timely and courteous responses to inquiries and issues.ResponsibilitiesAnswer incoming customer telephone calls in a courteous and professional mannerRespond to and investigate customer inquiries, concerns and issues in a timely and courteous mannerProvide customers with preventive maintenance and configuration recommendationsRecord and route customer requested changes in an appropriate mannerEscalate more complex inquiries to a higher-level support teamAnswer customer inquiries and provide accurate technical and/or product-related informationResearch, troubleshoot and resolve customer complaints, technical problems and/or billing issuesFollow up with customers consistently when necessaryObtain customer feedback openly and without judgementEffectively communicate customer issues, feedback and concerns to all applicable internal staff membersDocument support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or SalesforceOrganize and maintain case assignments and correspondenceMaintain working knowledge of products and/or servicesStay up-to-date on industry terminologyStay current on internal company communicationsPrepare correspondence for company ticketing system as neededAble to use one’s time effectively and productivelyThe ability to find quick and clever ways to overcome difficultiesAbility to prioritize and manage multiple tasksMaintains prompt attendance and timelinessRespond to all employee inquiries via all company mediaWork under close supervision of the Client Service Manager(s)In office work dependent upon the company’s needsOccasional on-call weekend coverage may be requiredMandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlogPerforms other duties as assigned by supervisorSkillsHas a high school diploma or equivalentHas minimum of 6 months of customer service or call center experience required, preferably in technical supportHas ability to multi-task while maintaining careful attention to detailPossess ability to work effectively both individually and within a team environmentWorks with a sense of urgency to meet deadlines and address competing prioritiesIs proficient with Microsoft Office software including Word, Excel, PowerPoint, and OutlookHas effective written, listening, and verbal communication skillsHas effective problem solving and organizational skillsPossess a basic understanding of the organization's products and servicesIs proficient on Windows OS, internet savvyObtains Orion Industry CertificationOwns and manages relationships with stakeholders directly and work effectively with people at all levels in an organizationBenefitsHealth, dental, vision, and disability coverage on day one401(k) plan with employer matchPaid parental leavePet benefits including pawternity leave and pet insuranceStudent loan repayment and moreCompany OverviewOrion is a wealthtech powerhouse delivering an integrated suite of fully connected, disruptive technology and investment solutions on an open architecture platform. It was founded in 1999, and is headquartered in Omaha, Nebraska, USA, with a workforce of 1001-5000 employees. Its website is https://orionadvisortech.com/.



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