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Customer Support Specialist
2 months ago
As a vital component of our Client Services team, the Client Services Representatives - Level 1 are dedicated to delivering exceptional support to our clientele. These representatives serve as the primary point of contact, managing real-time inquiries from customers nationwide. Ideal candidates possess a caring demeanor, enthusiasm, and a strong commitment to resolving client issues effectively. This position is based at our Corporate Office.
Work Schedule:
- Full-time/Nights: Monday through Friday, 1:30 PM to 10:00 PM
- Saturday rotation 9:00 AM - 5:30 PM every other week.
- Training: 9:00 AM - 5:30 PM for 3 weeks.
Key Responsibilities:
CLIENT SERVICES
- Respond promptly to client inquiries, providing essential service and product information to exceed expectations.
- Manage a variety of ticket types, including General Inquiries, Email Suppression, Presale, Fulfillment, and Technical/Account Issues.
- Facilitate smooth transitions for clients to the appropriate team member or department.
- Coordinate the scheduling of deliveries for both Store and Web Sales orders.
- Ensure payment is secured on open orders prior to scheduling.
- Maintain a thorough understanding of the delivery scheduling tool and route codes.
- Support one primary Territory while being cross-trained in additional Territories.
- Collaborate with the Client Services team to identify and resolve issues.
- Report trends and potential challenges to the Head of Client Services.
- Perform other related duties as assigned.
- High School diploma or equivalent required.
- Preferred: 6+ months of experience in a customer-service-oriented environment (call center, retail, hospitality, or food/beverage).
- Proficient in computer systems with the ability to troubleshoot issues independently (Microsoft Suite proficiency preferred).
- Strong communication, problem-solving, and follow-up skills.
- Ability to thrive in a fast-paced environment while demonstrating effective prioritization and urgency.
- Willingness to tackle challenging situations and devise creative solutions.
- Proven ability to work both independently and collaboratively within a team.
