Customer Experience & Supplies Support Agent

Mission To deliver an exceptional customer experience by supporting both service operations and supply fulfillment activities while maintaining awareness of operational efficiency, service responsiveness, and cost impact. This dual-function role serves as a key operational resource within the Smart Center, responsible for coordinating customer service requests, placing service dispatches, processing supply orders, and ensuring accurate documentation across multiple internal systems. The Customer Experience & Supplies Support Agent must demonstrate strong judgment, technical aptitude, and the ability to operate efficiently in a high-volume, fast-paced environment , balancing customer needs with company operational standards. Supervision Received and Exercised Receives general supervision and direction from the Customer Service Director or Supplies Department Manager. This position does not supervise staff but is expected to demonstrate a high level of independent decision-making, ownership of customer requests, and accountability for operational accuracy. Primary Responsibilities Customer Service & Call Management Answer incoming customer calls promptly, professionally, and courteously while maintaining a high standard of customer experience. Identify customer needs quickly and determine the appropriate resolution path including service dispatch, supply order placement, or internal escalation. Provide clear guidance to customers regarding service processes, supply fulfillment timelines, and next steps. Service Dispatch Coordination Accurately create and dispatch service calls for hardware, software, connectivity, and maintenance issues. Gather and document necessary troubleshooting information to ensure technicians receive complete and actionable service details. Monitor open service tickets and update case information to maintain accurate records and ensure SLA alignment. Coordinate with Field Service Managers and technicians to ensure efficient resolution of customer issues. Supply Order Processing Process supply orders using proactive monitoring alerts, automated systems, and direct customer requests. Review supply data to determine appropriate fulfillment actions while maintaining awareness of cost impact and company supply management guidelines. Place sales orders within internal order management systems and ensure accurate shipment information and device alignment. Monitor supply ticket queues and proactively manage order placement to support service continuity for customer devices. Ticket Queue & Workflow Management Manage and prioritize a high-volume ticket queue across service and supply workflows. Ensure ticket updates, documentation, and status changes are completed in accordance with internal standards and SLA expectations. Identify tickets requiring escalation and coordinate with internal teams to ensure timely resolution. System Documentation…