Customer Support Specialist

4 weeks ago


Fort Calhoun, Nebraska, United States Coker Tire Full time

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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