Customer Support Executive
4 weeks ago
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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