Customer Support Specialist

About Our Client

The organization operates within the customer support and sales service industry, focusing on delivering comprehensive customer success infrastructure. It addresses challenges related to customer inquiries, issue resolution, and order management by providing multi-channel support and fostering interdepartmental collaboration. The program impacts customer satisfaction and operational efficiency through its commitment to service excellence and proactive problem-solving.

About the Opportunity

The Customer Support Specialist plays a critical role in supporting sales efforts by managing customer interactions across various communication channels. This position ensures high-quality service while resolving problems, maintaining customer data, and facilitating smooth order processing. The role contributes to the organization by enhancing the customer experience and supporting cross-functional teams to meet key performance targets.

Responsibilities

• Serve customers via phone, fax, mail, and email by assessing needs, answering inquiries, resolving issues, and maintaining customer profiles.
• Clarify and research problems, develop and implement solutions, escalate unresolved issues.
• Redirect specialized concerns to appropriate teams when necessary.
• Investigate and resolve shipment, return, credit, and order issues.
• Address customer complaints promptly and ensure satisfactory resolution.
• Collaborate across departments to streamline the customer experience.
• Consistently meet established key performance indicators.

Requirements

• Minimum 2 years B2B or 3 years B2C customer service experience.
• High school diploma or equivalent; some college preferred.
• Strong written and verbal communication skills with active listening.
• Empathy, attention to detail, and interpersonal skills.
• At least 2 years experience with SAP; Salesforce.com experience is a plus.
• Intermediate proficiency in Microsoft Excel, Outlook, Teams, Word, and PowerPoint.
• Conversational Spanish preferred.
• Reliable internet connectivity with minimum 200Mb/sec download and 10Mb/sec upload speed.

Pay Range and Compensation Package

The pay range for this role is between $20 and $25 an hour. This role is bonus eligible.

Benefits & Perks

• Medical, dental, and vision coverage.
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• TeleHealth options.
• 401k plan with company match.
• Company-paid life and AD&D insurance.
• Short- and Long-Term Disability coverage.
• Paid time off, floating diversity day, and holidays.
• Paid parental bonding leave.
• Employee Assistance Program with 24/7 mental health support hotline.
• Internal career growth opportunities.
• Tuition reimbursement.
• Hearing aid discounts for employees and family.
• Internal social recognition platform.

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Key skills/competency

• Customer Service Excellence
• Multi-channel Support
• Issue Resolution
• Order Management
• Customer Data Management
• Cross-functional Collaboration
• Sales Support
• SAP
• Salesforce.com
• Microsoft Office Suite