Client Support Specialist

POSITION SUMMARY

The Customer Service Representative will facilitate the management of incoming communications, including calls, emails, and chats, while contributing to the development of brand identity with both new and existing clients. This role serves as the primary point of contact between the organization and the clientele, ensuring comprehensive support across all customer service domains. The representative will scrutinize, assess, and document pertinent details to guarantee precise data entry, necessitating familiarity with customer service protocols, processes, and associated systems to fulfill and surpass client expectations.

CORE FUNCTIONS

Deliver outstanding customer service by consistently meeting and exceeding the expectations of our internal and external clientele.

Act as an intermediary, providing product information and resolving any emerging issues that clients may encounter with precision and efficiency. Address and rectify customer grievances.

Respond to general inquiries regarding pricing, orders, minor installation concerns, missing components, warranty issues, and general product information.

Provide exceptional service and assistance to both internal and external clients through all available channels. Must possess a thorough understanding of, and effectively communicate, all features and benefits of products to customers.

Manage a high volume of inbound customer interactions across multiple platforms (phone, email, web, chat, or social).

Maintain a positive, empathetic, and professional demeanor at every customer interaction.

Achieve established departmental goals or deadlines as set by leadership.

Ensure the accuracy of customer records and update them as necessary.

Document customer interactions, transactions, comments, and complaints meticulously.

Complete customer transactions, documentation, and/or data entry promptly.

Exhibit high levels of accountability by adhering to instructions or guidance provided by leadership; demonstrate the ability to apply feedback to enhance performance. Take responsibility for personal actions.

Continuously enhance job-specific skills, system comprehension, and technical knowledge regarding vehicle/product details through ongoing training.

Perform additional responsibilities as assigned.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

A high school diploma or GED is mandatory. Technical Certification or an Associate's Degree is preferred.

A minimum of 1 year of experience in customer service, hospitality, technical support, or a related field is required. 2-5 years of experience is preferred.

Required Licenses

None.

Skills, Abilities, and Knowledge

Proficient in using Microsoft Office Suite, including Outlook, Word, and Excel.

Exceptional written and verbal communication skills. Ability to maintain/exceed overall performance with high levels of accuracy.

Demonstrated flexibility and innovation in resolving complex issues professionally.

Strong organizational, prioritization, and attention to detail skills.

Able to resolve conflicts with ease and empathy.

Ability to work independently or collaboratively in a fast-paced environment with frequent interruptions.

Excellent attendance and reliability.

Ability to respond to common inquiries or complaints effectively.

Demonstrate proficiency with various computer systems and technologies.

Flexible schedule with availability to work weekends and holidays.

Able to solve practical problems and manage a variety of concrete variables in situations with limited standardization. Ability to interpret various instructions provided in written, oral, diagram, or schedule form.

Foster a team-oriented atmosphere through a positive attitude and collaboration with others.

Pay and Benefits:

Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire.

Company-paid life insurance, short- and long-term disability.

A matched 401k savings program to assist in planning and saving for retirement.

Educational assistance to support continued education or the pursuit of additional skills and career advancement.

Significant discounts on quality products for you, your family, and friends.

COMPETENCIES

Adaptability - Adjusts to changes in the work environment; manages competing demands; modifies approach or method to best fit the situation; able to handle frequent changes, delays, or unexpected events.

Customer Service - Responds promptly to customer needs; addresses requests for service and assistance; fulfills commitments.

Dependability - Follows instructions, responds to management direction; takes responsibility for personal actions; keeps commitments; commits to extended hours of work when necessary to achieve goals. Completes tasks on time or notifies the appropriate person with an alternative plan.

Interpersonal Skills - Focuses on resolving conflicts rather than assigning blame; maintains confidentiality; listens to others without interruption; keeps emotions in check; remains open to others' ideas and willing to try new things.

Professionalism - Approaches others tactfully; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for personal actions; follows through on commitments.

Teamwork - Balances team and individual responsibilities; demonstrates objectivity and openness to other views; welcomes feedback; contributes to building a positive team spirit; prioritizes team success over individual interests; supports the efforts of all team members to succeed.

Technical Skills - Evaluates personal strengths and weaknesses; pursues training and development opportunities; strives to continuously enhance knowledge and skills; shares expertise with colleagues.

Verbal Communication - Communicates clearly and persuasively in various situations; listens and seeks clarification; responds effectively to questions; demonstrates group presentation skills; participates actively in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; adjusts writing style to meet diverse needs; presents numerical data effectively; able to read and interpret written information.

SUPERVISOR RESPONSIBILITIES

This position does not entail supervisory responsibilities.

PHYSICAL REQUIREMENTS

This position is categorized as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work primarily involves sitting. Walking and standing are required only occasionally.

Physical Activities

This position requires the following physical activities: talking, hearing, and repetitive use of hands, fingers, and wrists.

Visual Acuity

The employee must possess close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at close distances.

Working Conditions

This position operates in a professional office environment and routinely utilizes standard office equipment.