Client Support Specialist

2 months ago

Taylor, United States Wallside Windows Full time
Job Overview

General Summary

The role involves managing incoming customer service inquiries through calls in a timely, courteous, and professional manner, ensuring adherence to the highest service standards and accuracy in data entry.

Key Responsibilities

  • Respond to incoming calls from customers addressing service-related inquiries, issues, and concerns.
  • Investigate contract details to ascertain if requested service work falls under warranty coverage.
  • Create service orders in the system and coordinate service appointments.
  • Provide pricing information for service estimates related to non-warranty work.
  • Evaluate service requirements and escalate complex issues for resolution.
  • Retrieve files and customer contracts, entering completed information into the system as necessary.
  • Perform filing, faxing, copying, and other tasks as directed by the Service Manager.

Qualifications and Skills

  • High school diploma or equivalent qualification.
  • Previous experience in customer service, ideally in a high-volume call center setting.
  • Strong communication and interpersonal skills to interact effectively and professionally with customers and team members.
  • Empathetic with robust problem-solving abilities; capable of managing customer complaints and de-escalating tense situations while remaining composed.
  • Detail-oriented with the capacity to multitask and prioritize in a fast-paced environment, emphasizing accuracy and promptness in data entry.
  • Exceptional organizational skills and follow-through.
  • Able to work independently or collaboratively within a team.
  • Proficient in computer usage.

Work Environment

  • This position is primarily sedentary, involving high call volumes and considerable computer usage/data entry.
  • Work is conducted at a desk in an open office environment; the ability to concentrate amidst distractions and background noise is essential.
  • Customer Service Representatives are consistently logged into a call queue, responding to inbound calls using headsets.
  • May experience pressure due to high call volumes and the need to de-escalate challenging calls.
  • Typical working hours are Monday to Thursday, with specific hours on Fridays and rotating Saturdays.

Position Summary

This role is crucial in delivering exceptional customer service and support, ensuring that customer needs are met efficiently and effectively.

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