Customer Service Specialist
@ The Reynolds and Reynolds Company

North Andover, MA
$50,000
On Site
Full Time
Posted 22 days ago

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XXXXXXXXXX XXXXXXXXX XXXXXXX******* @reynoldsandreynolds.com
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Job Details

Customer Service Specialist at The Reynolds and Reynolds Company

This is an in office position working Monday-Friday with flexible shift options. You can choose between a 4-day schedule (8am-5pm with 1 day 10am-7pm) or a 5-day schedule (3 days 8am-5pm, 1 day 9am-6pm, and 1 day 10am-7pm).

About the Role

TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is seeking a Customer Service Specialist to join our growing team. In this role, you will provide excellent customer service and support for our software-as-a-service (SaaS) product. You will troubleshoot navigation, software usage, system, and connectivity issues while escalating as necessary to ensure timely resolution.

Responsibilities

  • Provide excellent customer service via phone and email.
  • Develop and maintain a knowledgebase of problems and solutions.
  • Document customer interactions accurately in our ticketing system.
  • Assist customers by explaining application functionality and guiding them through our software.
  • Troubleshoot issues and escalate when needed.

Requirements

  • College Degree preferred.
  • 1+ years of experience in customer service.
  • Experience with troubleshooting and training on software products is preferred.
  • Bilingual in Spanish is a plus.
  • Proficient in MS Office products.
  • Excellent written and verbal communication skills.
  • Strong problem solving and follow-up abilities.

Benefits

  • Medical, dental, vision, life insurance, and a health savings account.
  • 401(k) with up to 6% matching.
  • Professional development, training, and promotion opportunities.
  • Paid vacation, sick days, and eight paid holidays.
  • Referral bonuses.

Key skills/competency

  • Customer Service
  • SaaS
  • Troubleshooting
  • Ticketing Systems
  • Communication
  • Problem Solving
  • MS Office
  • Documentation
  • Mentorship
  • Teamwork
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How to Get Hired at The Reynolds and Reynolds Company

🎯 Tips for Getting Hired

  • Research The Reynolds and Reynolds Company: Learn their culture and service approach.
  • Customize your resume: Highlight customer service and SaaS experience.
  • Emphasize communication skills: Demonstrate support and documentation abilities.
  • Prepare for scenario questions: Practice troubleshooting and escalation examples.

📝 Interview Preparation Advice

Technical Preparation

Review SaaS product functionalities.
Practice software troubleshooting scenarios.
Familiarize yourself with ticketing systems.
Brush up on MS Office skills.

Behavioral Questions

Describe a time you resolved a client issue.
Explain handling high call volumes.
Discuss teamwork during stressful situations.
Share an example of mentoring colleagues.

Frequently Asked Questions