Customer Support Executive

4 weeks ago


Springville, United States Big Rock Storage Full time

More About Us:

BIG Rock Storage takes pride in offering a simple and hassle-free self-storage experience for all of our customers in Springville, AL. We make sure our storage units are clean, secure, and ready to rent. We also focus on offering a wide variety of storage unit sizes and types to make sure we can handle any self storage need that you may have.

Job Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers use specific features
  • Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to provide assistance
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives



Job Skills:

  • Experience as a Customer Support Specialist or similar CS role
  • Familiarity with our industry is a plus
  • Experience using help desk software and remote support tools
  • Understanding of how CRM systems work
  • Excellent communication and problem-solving skills
  • Multi-tasking abilities
  • Patience when handling tough cases
  • BSc in Information Technology or relevant diploma



Benefits include:

Medical, Dental, Vision, 401k with match, paid time off, sick time, and flex spending Company paid life, accidental death insurance, and exclusive vendor discounts and many more



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