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Customer Support Representative II

3 months ago

Lincoln, United States Plunge Full time
Job DescriptionJob Description

Overview of Role

The Customer Success Team Lead is responsible for managing customer relationships from the point of purchase through to their first experience with our product. The primary goal is to decrease cancellations and returns, ensuring that neither exceeds 1.25%. This role involves close coordination with delivery partners and handling claims when necessary.

Key Responsibilities:Customer Interaction:

  • Interact with customers professionally and empathetically to understand their needs and concerns.

  • Provide prompt and accurate responses to customer inquiries via phone, email, chat, or in person.

  • Act as a knowledgeable resource for product/service information and troubleshooting.

Issue Resolution:

  • Investigate and resolve customer complaints, issues, and requests in a timely manner.

  • Escalate complex or unresolved problems to appropriate teams or supervisors as needed.

  • Follow up with customers to ensure their issues have been resolved to their satisfaction.

Product/Service Knowledge:

  • Maintain a comprehensive understanding of our products/services, including updates and changes.

  • Continuously update your knowledge to better assist customers with their questions and concerns.

  • Create and update documentation for common customer inquiries.

Customer Feedback:

  • Gather and document customer feedback, suggestions, and complaints to help improve our products/services.

  • Collaborate with the customer support team and other departments to address recurring issues and improve overall customer satisfaction.


Quality Assurance:

  • Adhere to company guidelines and quality standards in all customer interactions.

  • Maintain accurate and organized records of customer interactions and issue resolutions.

  • Participate in ongoing training and development to enhance your skills and knowledge.