Client Support Specialist

2 weeks ago

Redwood City, California, United States Softpath System Full time
Duration: 0-18 month(s)

Position Overview:
(Hybrid Opportunity)

Key Responsibilities:

The Client Support Specialist is dedicated to enhancing the daily operations of the Americas Call Center, ensuring that the team consistently achieves and surpasses service, performance, order, and revenue objectives.

This role serves as the initial point of contact for addressing hardware and software inquiries, collaborating with Finance, Distribution, Logistics, IT, Business Analysts, and various cross-functional teams.

Embraces the challenge of managing a wide array of customer requests.
Excels in a dynamic, customer-focused environment, where adaptability is essential.
This is an office-based role. Responsibilities include processing spare parts orders, quotes, and customer inquiries through various channels such as fax, email, and e-commerce.
Assess purchase orders and scopes of work to ensure compliance with company policies.
Compile daily/weekly reports on unshipped orders, oversee back-order statuses, and coordinate shipments.
Identify and generate potential leads for the Service team with precise tracking and follow-up.
Proactively inform customers about product promotions.
Collaborate with the hardware/software team to identify part numbers and availability for customer inquiries.

Essential Duties:
Perform entry-level customer service tasks, which include:

1. Handling inbound requests via telephone, email, and web.
2. Conducting computer record searches to verify warranty and contract statuses for customer service needs.
3. Coordinating and dispatching communications and information to field service teams.
4. Processing daily work order transfers and performing other related duties as assigned.

Qualifications:

1. Previous experience in a high-volume Call Center and Customer Service role.
2. Familiarity with PowerPoint, Excel, Word, Oracle ERP, SFDC, or Service Max is preferred.
3. High School Diploma (or equivalent) with a minimum of 2+ years of relevant experience.

Additional Skills and Competencies:

1. Strong customer service orientation with a high sense of urgency.
2. Excellent phone, verbal, and email communication skills, along with active listening abilities.
3. High attention to detail, effective follow-up, multitasking capabilities, and conflict resolution skills.
4. Ability to work independently as well as collaboratively within a team.
5. Shared responsibility for ensuring efficient and effective call handling.

Softpath System, LLC is an Affirmative Action / Equal Opportunity Employer.

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