The
Customer Support Specialist I in the Customer Service Department will answer questions over email, and live webchat about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers concerns with a focus on first call resolution. We focus on training from the beginning, and we give our workforce members the tools they need to succeed long-term
- Answer inbound calls, emails, and chats from potential customers and existing clients.
- Quickly assesses customer issues to provide accurate support.
- Explores and understands customers needs and exceed their expectations.
- Complete all required training and stays informed about company news and department processes and procedures.
- Maintains a high standard of professionalism with our customers.
- Adheres to department performance goals and production standards.
- Able to work independently, while knowing how/when to handle or escalate critical customer issues.
- Maintains individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives.
- Ability to execute Tier One responsibilities such as order entry and basic account management and post-delivery support tasks with coaching.
- Other duties as assigned.
Required Experience
- Minimum of 1 year of Customer Service experience.
- Minimum of 1 year of experience with SalesForce or other CRM applications
Preferred Experience
- Able to work in fast-paced environment and easily pivot with changing business needs.
- Knowledgeable with Microsoft Office Suite (Excel, Outlook, and Word).
- 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.
- Must possess excellent written and verbal communication skills along with robust interpersonal skills.
- Detail-oriented, organized, and able to multi-task.
- Capable of managing challenging customers and building rapport.
- Able to deescalate issues efficiently and appropriately.
- Robust problem-solving and analytical skills.
- Able to work independently with minimal supervision.
- Should have worked in an international process
Core Competencies
The successful candidate will demonstrate strength in the following competencies as well as foundational competencies which can be found here:
- Drive & Follow Through - Takes initiative and turns ideas into action.
- Adaptability in Uncertainty - Adjusts quickly and performs through change.
- Customer-Centered Mindset - Puts customer needs at the center of decisions.
- Judgment & Problem Solving - Makes sound decisions and solves problems effectively.
- Role-Specific Expertise - Applies strong functional expertise to deliver results.
- Results Accountability - Owns outcomes and delivers on commitments.
- Work Prioritization & Execution - Focuses on priorities and delivers on time.
