Customer Support Specialist
4 weeks ago
Job Type:
Full-time
Position Overview:
The Customer Support Specialist is tasked with delivering exceptional service to all clients by leveraging a comprehensive understanding of company policies and procedures. This role requires effective communication with colleagues within the customer support division. It is a full-time, non-exempt position.
Working Hours:
Customer support department operates Monday to Friday from 8:00 AM to 5:00 PM, with Saturday hours from 9:00 AM to 1:00 PM. Employees are expected to fulfill a 40-hour work week during operational hours, with shifts subject to change based on business requirements. Seasonal or occasional overtime may be necessary.
Key Responsibilities:
- Primarily handle incoming calls and may initiate outbound communications to address customer inquiries.
- Accurately input customer order information into company systems.
- Process customer orders, modifications, and returns in accordance with established departmental guidelines.
- Respond promptly to all internal and external communications, ensuring customer concerns are acknowledged and resolutions are clearly articulated.
- Maintain high standards of quality, productivity, and efficiency, aligned with continuous improvement initiatives.
- Collaborate with the sales team to meet and exceed customer service expectations.
- Utilize company catalogs as reference tools for customer assistance.
- Exhibit a willingness to learn and a passion for assisting clients.
- Continuously update knowledge of products, services, and promotions.
- Guide customers through navigating the company website.
- De-escalate situations involving dissatisfied customers, providing support and assistance.
- Demonstrate empathy, professionalism, and respect in all customer interactions.
- Provide 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 experience in a high-volume customer service or call center environment is necessary.
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 level of accuracy, attention to detail, and organizational capabilities.
- Ability to learn new processes, systems, and technologies.
- Capacity to prioritize tasks and manage multiple responsibilities.
- Strong problem-solving skills and mathematical aptitude.
- Flexibility to adapt to changes within the company or department.
- Self-motivated with a positive attitude, capable of working independently and collaboratively.
- Dependable and punctual.
- Ability to maintain composure under pressure and contribute to a positive workplace atmosphere.
Physical Abilities:
- Dexterity to operate a computer keyboard.
- Ability to read and review materials for accuracy.
- Effective hearing and speaking skills for communication with customers and colleagues.
- Capability to sit for extended periods.
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