Primary Responsibilities

Answer inbound calls, emails, and chats from potential customers and existing clients.
Quickly assess customer issues to provide accurate support.
Explore and understand customers needs and exceed their expectations.
Complete all required trainings and stay informed about company news and department processes and procedures.
Maintain a high standard of professionalism with our customers.
Adhere to department performance goals and production standards.
Be able to work independently, while knowing how/when to handle or escalate critical customer issues.
Maintain individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives.
Other duties as assigned.

Skills/Requirements

Must be at least 18 years of age.
High School Diploma or equivalent (GED) is required.
A minimum of 1 year of Customer Service experience required.
Able to work in fast-paced environment and easily pivot with changing business needs.
Proficient with Microsoft Office Suite (Excel, Outlook, Word). Must be computer savvy and able to navigate multiple applications at the same time.
Able to work under pressure and remain flexible to changing schedules and demands.
Strong verbal and interpersonal communication skills.
Must be detail-oriented, organized and able to multi-task.
Capable of managing challenging customers and building rapport.
Able to deescalate issues efficiently and appropriately.
Possess strong problem-solving and analytical skills.
Able to collaborate with and contribute to a team environment.
Must be able to work independently with minimal supervision.
Customer Service hours of operations are as follows: Monday-Friday 8am-8pm EST, Saturday-Sunday 9am-6pm EST.

Equipment/Hardware needed for role

PC Requirements
Windows 10 Home or above
Intel i3 (gen 3) or AMD Athlon/Ryzen equivalent
8GB Ram
128GB Hard Drive
Wired ethernet preferred (Wireless will also work at 50Mpbs)
(2) 24 monitors recommended
USB headset
Webcam
Mac Requirements: Macbook/Pro/Air All models that run MacOS 10.8.1 (Mountain Lion) are compatible
Intel Core i Processor
8GB Ram
128GB Hard Drive
Wired ethernet preferred (Wireless will also work at 50Mpbs)
(2) 24 monitors recommended
USB headset
Webcam

Customer Support Specialist