Job Description

Company Overview

Zones, Inc. is a national provider of IT products and solutions to businesses. 

For more than 20 years, we have provided a single source for IT products and solutions that leverage the value of our deep experience – and our equally deep commitment to our clients' success.

 We distinguish ourselves by our commitment to providing Five Star Service which keeps our clients at the forefront of every decision we make. 

We are committed to providing team members with the resources, tools and training to achieve success and excel in their professional growth.

Position Overview

The Customer Service Representative will be responsible for answering incoming customer telephone calls, emails and ZAC cases regarding post-sales issues, either with a solution, verification of defective product and/or referral to the manufacturer.

Key Responsibilities

• Maintain performance standards of telephone, email and ZAC cases support set by Customer Service Supervisor
• Research each customer problem to insure customer satisfaction
• Call back customers who left messages during scheduled callback times
• Track each customer call with entries into ZAC
• Document and track calls and follow up with notes
• Increase technical knowledge, troubleshooting and customer service skills through self-paced training and workshop participation
• Assist with other projects as necessary

We are seeking candidates with the following:

• Excellent customer service skills, positive attitude and accessories, logical troubleshooting skills, comfortable in a fast paced & dynamic environment
• Previous experience w/telephone customer service
• Excellent customer service skills
• Excellent typing and writing skills
• Basic CRM knowledge
• Logical troubleshooting and organizational skills

Required Skills