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Customer Support Specialist II

2 months ago

Austin, Texas, United States CAPPS, Inc. Full time
Job Overview

Company: CAPPS, Inc.

Position: Customer Service Representative II

Role Summary:
As a Customer Service Representative II, you will play a vital role in managing the workflow and coverage of the Customer Service department. Your primary responsibility will be to provide exceptional service to both internal and external clients.

Key Responsibilities:
  • Respond to customer inquiries via phone and written communication within established guidelines.
  • Conduct thorough research to address customer questions and provide accurate information in a timely manner.
  • Assist with reception duties and document processing as needed.
  • Exercise moderate independence in decision-making while adhering to company policies.

Qualifications:
A. Personal Attributes:
  • Demonstrates a high level of integrity and professionalism.
  • Self-motivated with strong judgment skills.
  • Ability to work efficiently and effectively, both independently and as part of a team.
  • Excellent communication skills, both verbal and written.
  • Dependable and punctual.
  • Composed and patient in high-pressure situations.
  • Adaptable to changing environments and priorities.
  • Organized with a strong attention to detail.

B. Educational Background:
  • High school diploma or equivalent, along with two years of college education (or four years of relevant customer service experience in lieu of college).
  • 1-3 years of experience in a customer service or call center setting.

C. Skills and Knowledge:
  • Ability to thrive in a fast-paced, high-volume call center environment.
  • Proficient in composing professional business correspondence.
  • Familiarity with relevant laws and regulations.
  • Understanding of office practices and administrative procedures.
  • Ability to build and maintain effective working relationships with colleagues and clients.
  • Proficient in using standard office equipment and software applications, particularly word processing and spreadsheets.
  • Skilled in managing stressful interactions with customers.
  • Commitment to complying with all company policies and procedures, including confidentiality and security standards.

Work Environment:
Maintain a professional workspace, ensuring reliable internet connectivity and a quiet atmosphere conducive to productivity.

Equal Opportunity Employment:
CAPPS, Inc. is an Equal Employment Opportunity Employer and values diversity in its workforce. We do not discriminate based on race, color, national origin, sex, religion, age, genetic information, or disability status.