Client Support Specialist

POSITION SUMMARY

The Customer Care Associate will facilitate the management of incoming communications, including calls, emails, and chats, while assisting in the enhancement of brand identity with both new and existing clientele. This role serves as the primary contact point between the organization and its customers, providing comprehensive support across all facets of customer service. The representative will scrutinize, assess, and document pertinent details to ensure precise data entry, requiring familiarity with customer service protocols, procedures, and associated systems to fulfill and surpass customer expectations.

CORE FUNCTIONS

Deliver outstanding customer service by consistently meeting and exceeding the expectations of our internal and external clientele.

Act as a conduit, offering product insights and resolving any emerging challenges that customers may encounter with precision and efficiency. Acknowledge and address customer grievances.

Respond to general inquiries regarding pricing, orders, minor installation issues, missing components, warranty, and general product information.

Provide exceptional service and support to both internal and external customers through all available channels. Must possess comprehensive knowledge of, and effectively communicate, all features and benefits of products to customers.

Manage a high volume of inbound customer interactions across multiple platforms (phone, email, web, chat, or social).

Maintain a positive, empathetic, and professional demeanor at every customer interaction.

Achieve established objectives or deadlines set for the department through effective leadership.

Ensure the accuracy of customer records and update them as necessary.

Document customer interactions, transactions, feedback, and complaints.

Complete customer transactions, documentation, and/or data entry promptly.

Exhibit high levels of accountability by adhering to instructions or guidance provided by leadership; demonstrate the ability to apply feedback to enhance performance. Take responsibility for personal actions.

Continuously develop job-specific skills, system understanding, and technical knowledge of products through training.

Perform additional responsibilities as assigned.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

A high school diploma or GED is mandatory. Technical Certification or an Associate's Degree is preferred.

A minimum of 1 year of experience in customer service, hospitality, technical support, or a related field is required. 2-5 years of experience is preferred.

Required Licenses

None.

Skills, Abilities, and Knowledge

Proficient in using Microsoft Office Suite, including Outlook, Word, and Excel.

Exceptional written and verbal communication skills. Ability to maintain or exceed overall performance with high levels of accuracy.

Ability to demonstrate flexibility and creativity in resolving challenging issues professionally.

Strong organizational, prioritization, and attention to detail skills.

Able to resolve conflicts with ease and empathy.

Ability to work independently or collaboratively in a fast-paced environment with frequent interruptions.

Consistent attendance and reliability.

Ability to respond to common inquiries or complaints effectively.

Demonstrate proficiency with various computer systems and technologies.

Flexible schedule with availability to work weekends and holidays.

Ability to address practical problems and manage a variety of concrete variables in situations with limited standardization. Ability to interpret various instructions provided in written, oral, diagram, or schedule form.

Foster a team-oriented atmosphere through a positive attitude and collaboration with others.

Pay and Benefits:

Comprehensive medical, dental, and vision health insurance eligibility within 30 days of your date of hire.

Company-paid life insurance, short- and long-term disability.

A matched 401k savings program to plan and save for your retirement.

Educational assistance to continue in college or pursue additional skills and further your career.

Significant discounts on quality products for you, your family, and friends.

COMPETENCIES

Adaptability - Adjusts to changes in the work environment; manages competing demands; modifies approach or method to best fit the situation; able to handle frequent changes, delays, or unexpected events.

Customer Service - Responds promptly to customer needs; addresses requests for service and assistance; fulfills commitments.

Dependability - Follows instructions, responds to management direction; takes responsibility for personal actions; keeps commitments; commits to long hours of work when necessary to achieve goals. Completes tasks on time or notifies the appropriate person with an alternate plan.

Interpersonal Skills - Focuses on resolving conflicts rather than assigning blame; maintains confidentiality; listens to others without interruption; keeps emotions in check; remains open to others' ideas and willing to try new things.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for personal actions; follows through on commitments.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to other views; gives and welcomes feedback; contributes to building a positive team spirit; prioritizes the success of the team over personal interests; supports everyone's efforts to succeed.

Technical Skills - Evaluates personal strengths and weaknesses; pursues training and development opportunities; strives to continuously enhance knowledge and skills; shares expertise with others.

Verbal Communication - Speaks clearly and persuasively in both positive and negative situations; listens and seeks clarification; responds effectively to questions; demonstrates group presentation skills; participates in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; adjusts writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

SUPERVISOR RESPONSIBILITIES

This position does not have supervisory responsibilities.

PHYSICAL REQUIREMENTS

This position is classified as Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

This position involves the following physical activities: talking, hearing, and the use of hands, fingers, and wrists in repetitive motions.

Visual Acuity

The worker is required to have close visual acuity to perform activities such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at close distances.

Working Conditions

This position operates in a professional office environment. This role routinely utilizes standard office equipment.