Customer Support Specialist

2 months ago

Fort Worth, Texas, United States Certrec Full time
Job Overview

Certrec is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our Operations Team, you will play a critical role in providing exceptional customer experiences for our clients.

Key Responsibilities:

  • Identify and resolve complex issues within Certrec's SaaS products, ensuring seamless customer support.
  • Provide timely and effective support for all inbound, chat, and telephone calls, ensuring customer satisfaction.
  • Collaborate with Certrec employees to resolve website usage and report issues, promoting a culture of teamwork and support.
  • Develop and maintain accurate and comprehensive documentation, adhering to company policies and procedures.
  • Support Project Managers in the preparation of contractor agreements and associated processes, ensuring compliance and efficiency.
  • Maintain in-depth knowledge of Certrec's websites and products, staying up-to-date with the latest features and developments.
  • Develop and maintain strong customer relationships, fostering a culture of loyalty and retention.
  • Assist in the development of new customer relationships, driving business growth and expansion.

Qualifications:

  • High School diploma or equivalent and 2+ years of related work experience.
  • Proficiency in Microsoft tools, Adobe, and most web browsers.
  • Excellent analytical and problem-solving skills, with the ability to think critically and resolve complex issues.
  • Strong communication and interpersonal skills, with the ability to work effectively with internal and external stakeholders.
  • Attention to detail and ability to prioritize tasks, ensuring timely completion and high-quality results.
  • Ability to work under pressure and maintain a high level of motivation, even in fast-paced and dynamic environments.
  • Collaborative mindset, with the ability to work effectively as part of a team.

Benefits and Work Environment:

  • Paid time off, including 2 weeks of vacation, 8 company holidays, 2 floating holidays, and 5 sick days annually.
  • Health insurance options with employee-only premium subsidy.
  • Dental insurance with employee-only premium subsidy.
  • Vision insurance.
  • $30,000 of company-paid life insurance, with the option to purchase supplemental life coverage.
  • 100% company-paid long- and short-term liability insurance.
  • 401(k) plan with up to a 4% company match.
  • Monday through Friday work schedule, with flexible start times and 30- or 60-minute lunch breaks.
  • Employee development opportunities, including training and professional growth.
  • Casual dress code and a modern, quiet work environment.
  • Convenient daily lunch delivery and breakroom beverage and snack service.
  • Onsite security and restricted employee-only covered garage parking.

About Certrec:

Certrec is a leading provider of regulatory compliance and digital integration solutions for the energy industry. Our mission is to help ensure a stable, reliable, bulk electric supply. With over 30 years of experience, we have helped hundreds of power-generating facilities manage their regulatory compliance and reduce their risks.

We are a company that values employee happiness, fairness, and work-life balance. Our team members enjoy a connected company culture, where ideas are shared quickly and collaboration is easy. At Certrec, we are committed to diversity and inclusion, creating an environment where our team members and customers can reach their goals.

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