Customer Support Specialist

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