Customer Support Specialist I

2 weeks ago

Louisville, Kentucky, United States Modern Marketing Concepts Full time
Job Overview

Company Culture:

At Modern Marketing Concepts, we pride ourselves on fostering a unique work environment that deviates from the conventional, high-pressure call center model. Our focus is on creating a relaxed and collaborative atmosphere where teamwork is highly valued. New employees receive comprehensive training to ensure they feel prepared and confident in their roles. Our management team is readily available to offer support, contributing to a workplace where every team member feels appreciated and empowered.

Employee Benefits:

We offer more than just employment; we provide fulfilling career opportunities enriched with a wide array of benefits designed to enhance your overall well-being. Our benefits package is thoughtfully curated to support various aspects of your life—both personal and professional. Here’s a glimpse of what makes working with us not only rewarding but also enjoyable:

  • Health Insurance options (including a company-paid high deductible plan)
  • Dental, vision, accident, and critical illness insurance
  • Company-funded life insurance and long-term disability coverage
  • Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
  • 401k Plan with a 3% employer contribution
  • Access to free mental health resources (EAP) and BetterHelp
  • Pet insurance available
  • Employee discounts on products
  • Emergency loan options
  • Eligibility for bonuses
  • Hybrid work schedule after successful completion of the probationary period
  • Paid Time Off (PTO) following the probationary period
  • Volunteer Time Off
  • Paid Jury Duty Leave
  • Parental Leave
  • Opportunities for community involvement
  • Casual dress code
  • Complimentary parking
  • Free refreshments (soda, water, and coffee)

Position Summary:

As a Customer Support Specialist at Modern Marketing Concepts, you will serve as the primary point of contact for addressing inquiries, processing orders, and managing customer complaints related to our diverse range of consumer electronics and furniture products. This role operates Monday through Friday, from 8 AM to 5 PM. The compensation for this position is competitive.

Key Responsibilities:

  • Deliver outstanding customer service by handling an average of 50-60 calls and emails daily from our varied customer base.
  • Respond to customer inquiries in a timely, enthusiastic, and tactful manner.
  • Assist customers with technical questions and guide them through the return and repair processes.
  • Investigate and resolve customer issues using established protocols, including handling damaged products, incorrect shipments, and lost orders.
  • Process return authorizations in accordance with company policy.
  • Meet and maintain customer service KPIs as set by management.
  • Perform additional duties as assigned.

Qualifications:

  • Excellent verbal and written communication skills.
  • Strong active listening and problem-solving capabilities.
  • Ability to think critically in high-pressure situations.
  • Exceptional customer service skills with an emphasis on empathy and patience.
  • Attention to detail is crucial.
  • Social perceptiveness to understand customer needs.
  • Ability to de-escalate situations and resolve conflicts effectively.

Education and Experience:

  • High school diploma or equivalent.
  • Minimum of 1 year of experience in customer service or a similar consumer-focused role.

Equal Employment Opportunity Statement:

Modern Marketing Concepts is committed to providing equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Additional Information:

This job description is not exhaustive and may be subject to modifications as necessary.

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