Job Description

Customer Support Specialist

Work Hours: 8:00am to 5:00pm, Monday through Friday, some overtime.

Primary Job Function:

Customer Support Specialists are responsible for fielding all customer inquiries, complaints, and requests in a timely and accurate way, via phone and email. Their ultimate goal is to provide positive customer experiences by enhancing relationships. To be successful in this role, the Customer Support Specialist should be an excellent communicator in both verbal and written form. Ultimately, the Customer Support Specialist assists with establishing our reputation as a Company that offers excellent customer support during all service and after service completion procedures.

Required Qualifications:

• Strong phone and verbal communication skills along with active listening
• Strong reading and comprehension skills along with excellent written communication skills
• Ability to read and comprehend a large volume of detail and execute appropriate action
• Patience when handling tough cases
• Ability to multitask and prioritize
• Ability to work in a fast-paced environment
• Proficient with Microsoft Outlook (Email Platform)
• Other duties as assigned
• Previous experience in a customer support role preferred

Daily Duties:

• Answer all incoming telephone calls as primary
• Manage/respond to all emails arriving via our general service inquiry communication channel
• Collaborate with other departments to resolve customer issues
• Provide basic information about company's services and policies
• Create and maintain customer service master accounts
• Book new service requests as they arise
• Update status of existing service requests in response to customer inquires
• Keep accurate records of customer interactions
• Other duties as assigned