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Customer Support Specialist

2 months ago

Fort Calhoun, Nebraska, United States Coker Tire Full time

Job Type:
Full-time

Position Overview:
The Customer Support Specialist is tasked with delivering exceptional service to all clients by leveraging a thorough understanding of company protocols and effective communication with colleagues in the customer support division. This role is a full-time, non-exempt position.

Customer Support Hours:
Monday - Friday 8:00 AM - 5:00 PM and Saturdays 9:00 AM - 1:00 PM. Employees are expected to be available for a 40-hour work week during operational hours, with shifts subject to change based on business requirements. Seasonal or occasional overtime may be required.

Key Responsibilities:

  • Primarily handles incoming calls and may initiate outbound calls to address customer inquiries.
  • Accurately inputs customer order information into company systems.
  • Processes customer orders, modifications, and returns in accordance with established departmental guidelines.
  • Responds promptly to all internal and external communications, ensuring customer concerns are acknowledged and resolved.
  • Maintains high standards of quality, productivity, and efficiency in alignment with continuous improvement initiatives.
  • Collaborates with the sales team to exceed customer service expectations.
  • Utilizes company catalogs as a reference tool for assisting customers.
  • Exhibits a willingness to learn and a genuine passion for assisting others.
  • Continuously updates knowledge of products, services, and promotions.
  • Guides customers through navigating the company website.
  • Effectively de-escalates situations involving dissatisfied customers, providing support and solutions.
  • Demonstrates empathy, professionalism, and respect in all customer interactions.
  • Delivers timely and accurate information regarding orders and product inquiries.

Job Specifications:

  • High School Diploma or GED is required.
  • Associate's degree is preferred.
  • A minimum of 3 months of experience in a high-volume customer service or call center environment.

Knowledge, Skills, and Abilities:

Knowledge of:

  • Customer service principles and call center operations.
  • Proficiency in Microsoft Office, Outlook, and ERP systems.
  • This position operates in a professional office setting, utilizing standard office equipment such as computers, phones, and fax machines.

Skills:

  • Excellent oral, written, and interpersonal communication abilities.
  • High attention to detail and strong organizational skills.
  • Capacity to learn new processes, systems, and technologies.
  • Aptitude for prioritizing tasks and managing multiple responsibilities.
  • Strong problem-solving skills and numerical proficiency.
  • Flexibility to adapt to changes within the company or department.
  • Self-motivated with a positive attitude, capable of working independently and as part of a team.
  • Reliable and punctual.
  • Ability to maintain composure under pressure and contribute to a positive workplace atmosphere.

Physical Requirements:

  • Manual dexterity to operate a computer keyboard.
  • Visual acuity to read and review materials for accuracy.
  • Able to hear and speak to exchange information with customers and colleagues.
  • Ability to sit for extended periods.