Customer Support Specialist II

2 weeks ago

Liverpool, New York, United States Specialty Building Products Full time
KEY RESPONSIBILITIES
  • Engage with clients via phone to deliver information regarding offerings and services, manage orders, and address inquiries.
  • Maintain detailed records of client interactions and transactions, ensuring timely and accurate order fulfillment.
  • Address client concerns by reviewing order histories and resolving issues related to incorrect products or services.
  • Follow up to confirm that necessary adjustments were made to rectify client issues.
  • Escalate unresolved client complaints to appropriate departments for further resolution.
  • Encourage the sale of new or additional services or products, including upselling and cross-selling.
  • Foster positive relationships with both internal and external stakeholders.
  • Continuously enhance expertise in product knowledge, operational processes, and sales techniques.
  • Actively contribute to departmental goal setting and achievement.
  • Conduct all tasks in a safe manner, adhering to company safety protocols.
  • Collaborate effectively with outside sales representatives to promote a unified team approach.
  • Exhibit STAR qualities - seamless, trustworthy, attentive, resourceful.
  • Deliver exceptional customer service that surpasses client expectations.
  • Perform additional duties as assigned.
QUALIFICATIONS: 3+ years of relevant experience in customer service.

SKILLS & COMPETENCIES
  • Proficient computer skills, including familiarity with the internet, email, and MS Office.
  • Basic mathematical abilities (fractions, decimals, addition, subtraction, multiplication, division).
  • Strong keyboarding skills.
  • Ability to utilize a calculator and proficiently read, write, and comprehend English.
  • Effective communication skills with the ability to articulate clearly.
  • Willingness to study the company catalog to enhance product knowledge.
  • Capability to operate a multi-line phone system, including occasional outbound calls.
  • Understanding of company sales objectives and initiatives.
Starting Pay Range: $

Specialty Building Products is an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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