Customer Support Specialist

About the Company

RemoteHunter's client operates within the customer support and sales service industry, dedicated to building comprehensive customer success infrastructure. They tackle challenges related to customer inquiries, issue resolution, and order management by offering multi-channel support and fostering strong interdepartmental collaboration. This program significantly boosts customer satisfaction and operational efficiency through a steadfast commitment to service excellence and proactive problem-solving.

About the Role

As a Customer Support Specialist, you will play a critical role in supporting sales efforts by expertly managing customer interactions across various communication channels. This position is vital for ensuring high-quality service while diligently resolving problems, maintaining accurate customer data, and facilitating seamless order processing. You will contribute directly to the organization by enhancing the overall customer experience and collaborating with cross-functional teams to achieve key performance targets.

Responsibilities

• Serve customers efficiently via phone, fax, mail, and email, assessing needs, answering inquiries, resolving issues, and maintaining accurate customer profiles.
• Clarify and thoroughly research problems, develop and implement effective solutions, and escalate unresolved issues to the appropriate channels when necessary.
• Redirect specialized concerns to relevant internal teams for expert handling.
• Investigate and swiftly resolve shipment, return, credit, and order-related issues.
• Address customer complaints promptly and ensure a satisfactory resolution every time.
• Collaborate effectively across various departments to streamline and enhance the overall customer experience.
• Consistently meet or exceed established key performance indicators.

Qualifications

• Minimum of 2 years of B2B or 3 years of B2C customer service experience.
• High school diploma or equivalent required; some college education is preferred.
• Demonstrated strong written and verbal communication skills, coupled with active listening abilities.
• Possess empathy, keen attention to detail, and excellent interpersonal skills.
• At least 2 years of experience with SAP; Salesforce.com experience is considered a significant plus.
• Intermediate proficiency in Microsoft Excel, Outlook, Teams, Word, and PowerPoint.
• Conversational Spanish language skills are preferred.
• Reliable internet connectivity with a minimum of 200Mb/sec download and 10Mb/sec upload speed is essential for this remote role.

Pay Range and Compensation Package

The pay range for this Customer Support Specialist role is between $20 and $25 per hour. This position is also bonus eligible.

Benefits & Perks

• Comprehensive medical, dental, and vision coverage.
• Access to Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• Flexible TeleHealth options.
• 401k plan with a generous company match.
• Company-paid life and Accidental Death & Dismemberment (AD&D) insurance.
• Short- and Long-Term Disability coverage.
• Paid time off, including a floating diversity day, and standard holidays.
• Paid parental bonding leave.
• Employee Assistance Program (EAP) with a 24/7 mental health support hotline.
• Internal career growth opportunities.
• Tuition reimbursement programs.
• Hearing aid discounts for employees and their families.
• Internal social recognition platform to celebrate achievements.

Key skills/competency

• Customer Service
• Issue Resolution
• Multi-channel Support
• Data Management
• Communication Skills
• SAP
• Salesforce.com (plus)
• Microsoft Office Suite
• Problem-solving
• Interdepartmental Collaboration