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Customer Support Specialist
2 months ago
We are seeking a highly skilled and customer-focused Customer Support Representative to join our team at Mainstream Fiber Networks. As a key member of our customer support team, you will play a vital role in ensuring exceptional customer experiences by managing customer accounts, handling billing inquiries, and providing top-notch customer service.
About the Role:The Customer Support Representative will be responsible for addressing customer inquiries and issues promptly and effectively, while also supporting sales operations activities to drive revenue growth and customer satisfaction. You will work closely with our sales team to provide administrative support and ensure seamless coordination between sales and customer support functions.
Key Responsibilities:- Manage customer accounts by updating account information, processing account changes, and ensuring accuracy of customer records.
- Proactively engage with customers to understand their needs, preferences, and challenges, and provide personalized assistance as required.
- Respond to billing inquiries from customers, including questions about invoices, payment methods, and billing discrepancies.
- Investigate and resolve billing issues promptly, ensuring customer satisfaction and adherence to billing policies and procedures.
- Provide excellent customer service via phone, email, CRM, or other communication channels, addressing customer inquiries, concerns, and feedback in a professional and courteous manner.
- Assist with sales operations activities to support the sales team in achieving their targets.
- Collaborate with sales representatives to provide administrative support and ensure seamless coordination between sales and customer support functions.
- Develop a deep understanding of the company's products, services, and offerings to effectively address customer inquiries and provide accurate information.
- Stay updated on product features, updates, and promotions to educate customers and drive product adoption and retention.
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions using CRM software or other relevant systems.
- Generate reports and insights on customer support metrics, trends, and performance to identify areas for improvement and inform decision-making.
- HSD, or equivalent education, is required.
- 2+ years of experience in customer support, or related roles.
- Excellent communication skills, both verbal and written, with the ability to effectively communicate with customers and internal stakeholders.
- Strong problem-solving abilities and attention to detail, with a focus on delivering timely and accurate solutions to customer inquiries and issues.
- Proficiency in CRM software, Microsoft Office Suite, and other relevant software applications.
- Ability to work independently and collaboratively in a fast-paced environment, multitasking and prioritizing tasks effectively.
- Positive attitude, empathy, and a genuine desire to help customers and provide outstanding service.
- Competitive compensation and benefits package.
- Opportunities for career advancement and professional growth.
- A dynamic and supportive work environment.
- Comprehensive training and development programs.
- A chance to work with a leading company in the fiber optic internet industry.
