Job description

XPEL, Inc. (Nasdaq: XPEL), a leading supplier of automotive paint protection films, window films, ceramic coatings and commercial/residential flat glass film, is currently seeking a Customer Service Representative for its Laval Location.

Summary
We are seeking an energetic Customer Service Representative. The right person will enjoy a fast-paced environment, is a proactive problem solver, and strives to be an integral part of the team and the success of the company.

Core Duties

Inbound Telephone Support

• Answer inbound calls to the Company’s main support line and take appropriate action based on the type of call, including:
• Answering basic questions about the company’s operation, product, services
• Entering, changing or checking on the status of orders using NetSuite ERP software
• Tracking and escalating support calls to the appropriate department or personnel
• Researching customer account issues
• Screening and forwarding phone calls to XPEL employees
• Logging all in-bound calls into NetSuite

Technical Support

• Answering calls from customers and internal employees about XPEL’s proprietary software, including:
• Assisting with setting up, activating, deactivating and managing of customer accounts
• Assisting with the installation, operation, and troubleshooting of cutting plotters
• Supporting customers with basic questions about commonly used functions
• Resolving technical problems and escalating problems for further level of assistance
• Support customers with the use of XPEL’s website and on-line ordering tools
• Participating in an on-call after-hours support rotation

Order Management

• Monitor e-mail inboxes and other locations for inbound orders that need to be entered into NetSuite;
• Monitor the Company Support Queue, answering or forwarding cases to the appropriate party
• Finalize and process order fulfillments for XPEL’s various locations and third-party fulfillment locations

Outbound Support

• Using lists, criteria or scripts provided, make outbound calls to designated Customers or prospects for various purposes, including:
• Soliciting feedback from customers about the Company’s service, products or performance
• Informing customers about Company products, offerings
• Pro-actively calling customers in response to automated alerts about order delays or other problems
• Other duties as assigned

Job Requirements

• High School Diploma or GED
• 0-2 years of technical and customer support experience
• Experience providing support through live chats and email preferred
• Knowledge of Excel, Word, PowerPoint and General Microsoft Office Applications
• Ability to communicate professionally and effectively
• Excellent phone, interpersonal, and organizational skills
• Demonstrates a sense of urgency and timeliness

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

Ability to commute/relocate:

• San Antonio, TX 78219: Reliably commute or planning to relocate before starting work (Required)

Work Location: Hybrid remote in San Antonio, TX 78219

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