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Customer Support Specialist

2 months ago

Vergennes, Vermont, United States F P INC. Full time

Position Overview:

As a vital member of the Customer Experience Team at F P INC., you will play a crucial role in delivering outstanding service to our clients and partners. Your primary focus will be to ensure that every interaction is handled with care and professionalism, aiming for resolution on the first contact.

Key Responsibilities:

  1. Deliver first contact resolution by acquiring comprehensive knowledge of customer and dealer processes to minimize call transfers.
  2. Address general inquiries related to account support, including equipment rentals, invoices, and payment details.
  3. Maintain accurate records of calls, documenting the purpose and outcomes, along with detailed notes on customer interactions.
  4. Utilize various electronic communication platforms to engage with teammates, customers, and dealers effectively.
  5. Process payments for equipment rentals, sales, and supplies accurately and efficiently.
  6. Assist with the setup and management of postage accounts, including payments and balance inquiries.
  7. Provide technical support for postage equipment and software, including setup, troubleshooting, and exchanges.
  8. Ensure timely and precise entry of orders for supplies and rental agreements.
  9. Offer shipping and tracking information as requested by customers.
  10. Stay informed about new promotions and marketing initiatives to encourage customer participation.
  11. Participate in ongoing training to enhance operational knowledge and technical support skills.
  12. Utilize customer support tools and documentation effectively to assist clients.
  13. Investigate and resolve customer complaints to foster satisfaction and retention.
  14. Perform various administrative tasks as required.
  15. Provide feedback to supervisors on ways to enhance the customer experience.
  16. Collaborate with various departments, including finance and technical support, to address contracts and orders.

Qualifications:

A high school diploma or equivalent is required, along with at least one year of experience in a detail-oriented customer service role. Some college education is preferred.

Competencies:

  • Strong customer focus and commitment to service excellence.
  • Exceptional written and verbal communication skills.
  • Attention to detail and accuracy in all tasks.
  • Willingness to learn new processes and technologies.
  • Ability to manage multiple tasks simultaneously across various platforms.
  • Strong problem-solving, time management, and organizational skills.
  • Basic understanding of Ethernet and high-speed internet technology.
  • Dependable and punctual in attendance.
  • Enjoys collaborating in a team-oriented environment.

Technical Skills:

Proficiency in alpha-numeric data entry and familiarity with Microsoft Word, Excel, and Windows applications is essential. The ability to navigate multiple operating systems and electronic platforms is crucial. Knowledge of Navision is advantageous.

Compensation and Benefits:

F P INC. offers competitive compensation along with a comprehensive benefits package, including medical, dental, vision, life insurance, 401-K, tuition reimbursement, and generous paid time off.