Solutions Services Specialist I

4 weeks ago

Jacksonville, United States LotSolutions, Inc. Full time
Job DescriptionJob Description

The Solutions Specialist I ensures the delivery of excellent customer support through fast, accurate, and exceptional communication. This role requires strong multitasking abilities and adept decision-making skills to manage multiple tasks simultaneously and make critical decisions efficiently. Responsibilities include coordinating with other team members and departments—both internal and external—to resolve customer inquiries and issues effectively.

Minimum Qualifications:

  • High School Diploma or equivalency required.
  • 3-4 plus years’ customer service experience required; experience in a call center environment required. Experience using 3-4 systems/programs simultaneously. Bi-Lingual in Spanish a plus.

Primary Job Functions:

  • Act as the primary point of contact for escalated issues, always providing personalized and attentive service.
  • Thoroughly investigate and assess the nature of escalated concerns, demonstrating empathy and understanding towards the customer's perspective.
  • Collaborate with relevant departments, including customer support, sales, and product development, to devise effective solutions tailored to each customer's unique needs.
  • Communicate with customers in a professional and courteous manner, keeping them informed of the progress and resolution of their escalated issues.
  • Implement proactive measures to prevent future escalations by identifying underlying issues and recommending improvements to enhance the customer experience.
  • Maintain detailed records of all escalated cases, including correspondence and resolution outcomes, for future reference and analysis.
  • Uphold the company's standards of white-glove service and excellence in every interaction with high-end clientele.
  • Prepare ad-hoc reporting and data requests.
  • Special projects as assigned.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

  • Requires some knowledge of a specialized function or skill.
  • Ability to thrive in a fast-paced, rapidly changing, high volume work environment.
  • Clear and articulate communicator, both verbal and written.
  • Ability to shift between priorities.
  • Problem solving skills.
  • Ability to multi-task using a telephone and computer.

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