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Client Support Specialist

2 months ago

Owings Mills, Maryland, United States latitude Full time

Position Overview:


We are looking for a committed and experienced Client Support Specialist with a background in the mechanical equipment or HVAC sector to become a vital part of our customer service team.

The ideal candidate will be tasked with delivering exceptional client support, offering technical assistance, and sharing product insights with our customers. This role demands excellent communication abilities, industry expertise, and the capability to address customer inquiries promptly and effectively. This position offers a hybrid work model, allowing for one day of remote work each week after a specified period.

Key Responsibilities:
- Address customer inquiries through various channels including phone, email, and chat in a professional and timely manner.
- Provide technical assistance and detailed product information related to mechanical equipment and HVAC systems.
- Guide customers in product selection, installation, troubleshooting, and maintenance processes.
- Accurately and efficiently manage orders, returns, and exchanges.
- Work collaboratively with sales, technical support, and engineering teams to resolve customer challenges.
- Keep precise and comprehensive records of customer interactions and transactions.
- Proactively follow up with clients to ensure their satisfaction and address any unresolved issues.
- Identify and escalate complex customer matters to the relevant department for resolution.
- Stay informed about industry developments, product knowledge, and company policies to provide accurate information to clients.
- Contribute to the enhancement of customer service processes and procedures.
Compensation ranges from $25 to $32 per hour, with an annual bonus potential of up to 10%.
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