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Customer Support Specialist I
2 months ago
Company Culture:
At Modern Marketing Concepts, we pride ourselves on fostering a supportive and relaxed work environment that deviates from the conventional high-pressure call center model. We promote a culture of teamwork and collaboration, ensuring that new employees receive comprehensive training to build their confidence and competence. Our management team is readily available to assist, creating a workplace where staff members feel appreciated and equipped to excel in their roles.
Employee Benefits:
We offer more than just jobs; we provide career opportunities enriched with benefits that enhance your overall well-being. Our employee benefits are designed to address various aspects of your life—personal, professional, and everything in between. Here’s a glimpse of what makes working with us both rewarding and fulfilling:
- Health Insurance options (including a company-paid high deductible plan)
- Dental, vision, accident, and critical illness insurance
- Company-funded life insurance and long-term disability coverage
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- 401k Plan with a 3% company contribution
- Access to mental health resources (EAP) and BetterHelp
- Pet insurance available
- Employee discounts on products and payroll deduction options
- Emergency loan options
- Eligibility for bonuses
- Hybrid work schedule post-probation
- Paid Time Off (PTO) after probationary period
- Volunteer Time Off
- Paid Jury Duty Leave
- Parental Leave
- Community Engagement Opportunities
- Casual dress policy
- Complimentary parking
- Free refreshments (soda, water, and coffee)
Position Summary:
As a Customer Support Specialist at Modern Marketing Concepts, you will serve as the primary point of contact for addressing inquiries, processing orders, and managing customer complaints related to our diverse range of consumer electronics and furniture products. This role operates Monday through Friday, from 8 AM to 5 PM. The compensation for this position is competitive.
Key Responsibilities:
- Deliver outstanding customer service by handling an average of 50-60 phone calls and emails daily from our varied customer base.
- Respond to customer inquiries with promptness, enthusiasm, and professionalism.
- Assist customers with technical questions and guide them through the return and repair processes.
- Investigate and resolve customer issues following established protocols, including handling damaged items, incorrect shipments, and lost orders.
- Process return authorizations in accordance with company policy.
- Meet and maintain customer service performance metrics as defined by management.
- Perform additional duties as assigned.
Qualifications:
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Ability to think critically in high-pressure situations.
- Exceptional customer service skills with a focus on empathy and patience.
- Attention to detail is crucial.
- Social perceptiveness to understand customer needs.
- Capability to de-escalate conflicts and resolve issues effectively.
Education and Experience:
- High school diploma or equivalent.
- Minimum of 1 year of experience in customer service or a related consumer-focused role.
Equal Employment Opportunity:
Modern Marketing Concepts is committed to providing equal employment opportunities to all employees and applicants for employment. We prohibit discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Additional Information:
This job description is not exhaustive and may be subject to change as necessary.
