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Customer Support Specialist

2 months ago

Jersey City, New Jersey, United States Enlightened, Inc. Full time
Job Overview

POSITION SUMMARY:

The Customer Support Specialist will act as the primary contact for clients seeking assistance, employing established support protocols and troubleshooting methodologies. The key responsibility of this position is to address inquiries and resolve issues arising from incoming calls and electronic communications from customers. The Customer Support Specialist will also aid clients in creating or modifying their accounts and managing their online payment systems. Furthermore, this role will initiate claims for all reported issues by clients, ensuring thorough verification and follow-up to achieve satisfactory resolutions.

CORE RESPONSIBILITIES:

· Deliver customer support through various channels, including phone and email, while meticulously documenting each inquiry and response.

· Register various fare cards, including reduced fare, employee, and contractor cards, by inputting data from multiple forms into the central database.

· Address claims from cardholders regarding lost or defective cards, process replacement requests, and ensure all relevant data is updated in the central system.

· Investigate claims related to ticket vending machines, confirming or denying requests and informing clients of the necessary actions.

· Process and enter all new and replacement online orders in accordance with established procedures.

· Maintain spreadsheets as required for tracking and reporting purposes.

· Assist in investigating incomplete or lost transactions, refund requests, and other service disruptions, providing detailed analysis for resolution.

· Manage product refunds by updating account values in the central database and processing monetary refunds according to established guidelines.

· Monitor all incomplete or missing transactions, providing detailed information to the Team Lead for resolution.

· Advise clients on any technical issues related to online payment systems and necessary corrective actions.

EDUCATION AND EXPERIENCE:

· Preferred: At least 1 year of college education (30 credit hours) Required: High School Diploma or equivalent.

· Minimum of two years of experience in a customer service role, with a strong emphasis on high-volume call center experience.

· Prior experience in financial services or banking is preferred.

· Proficient in Microsoft Office Suite, with intermediate skills in Excel.

· Familiarity with technology and software applications is essential.

· Excellent written and verbal communication skills, along with strong interpersonal and listening abilities.

· Capability to work independently while maintaining composure in high-pressure customer interactions.

· Collaborative communication with colleagues to ensure effective teamwork.

· Experience in customer support is advantageous.

· Knowledge of product offerings to provide informed guidance to customers.

· Previous experience with CRM systems is preferred but not mandatory.

· Shift schedules may vary based on customer service needs.

This position description is intended to provide a comprehensive overview of the responsibilities and requirements associated with this role. Management reserves the right to modify duties as necessary.