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Consumer Care Advisor
2 months ago
Client Support Specialist
Position Overview
The Client Support Specialist plays a crucial role in delivering exceptional service to our customers. This position involves managing a high volume of incoming technical inquiries, providing insightful assistance, and guiding customers to appropriate resources when necessary. The specialist will address general inquiries, complaints, and warranty-related requests while maintaining a strong focus on customer satisfaction and adherence to company standards.
Key Responsibilities
(85%) Customer Interaction
Efficiently and courteously handle incoming warranty support calls, ensuring that all critical information is gathered promptly to deliver a top-tier customer experience.
Utilize a computer-based CRM system to document and troubleshoot customer issues, ensuring accurate processing of warranty orders.
Provide warranty assistance in line with company policies, including tracking and managing warranty orders.
(10%) Training & Feedback
Engage in ongoing training sessions and seminars to enhance skills and knowledge.
Monitor customer feedback and survey responses to identify best practices and areas for improvement.
Act as a resource for internal teams, sourcing necessary information from various channels.
(5%) Additional Duties
Participate in team meetings and maintain consistent attendance as per company policy.
Perform other related tasks as required to support the team.
Qualifications
High School diploma or equivalent is required.
Proficiency in Microsoft Office and Excel is essential.
Skills Required
Typing speed of 40+ WPM.
Strong verbal and written communication skills; bilingual abilities in Spanish and/or French are advantageous.
Demonstrated problem-solving skills and the ability to handle challenging customer interactions effectively.
A minimum of one year of experience in a customer support role, preferably within the hardware and home improvement sector.
Understanding of coaching principles and a willingness to learn.
Basic mechanical understanding and familiarity with technical product issues are beneficial.
Ability to work well under pressure and manage stress in customer interactions.
Flexibility to work additional hours, including weekends, as needed.
Work Environment
Must possess strong interpersonal skills and the ability to collaborate effectively with team members. Organizational skills and the capacity to multitask are crucial for meeting daily objectives. The role requires a proactive approach to responsibilities and a commitment to teamwork and collaboration.
This position allows for a hybrid work model, requiring in-office attendance at least two days a week, with the option to work from home on other days.
Spectrum Brands is committed to fostering a diverse and inclusive workplace.
