Customer Support Specialist

4 weeks ago

Troy, New York, United States Waterco of the Central States, Inc. Full time
Job Title: Customer Support Specialist

At Waterco of the Central States, Inc., we are seeking a highly skilled and customer-focused Customer Support Specialist to join our team. This role is responsible for providing exceptional support to our customers, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities:
  • Provide timely and effective support to customers via phone, email, and in-person interactions.
  • Conduct thorough problem-solving, order processing, and maintenance of customer accounts.
  • Collaborate with internal teams to optimize department efficiency and improve customer satisfaction.
  • Develop and maintain strong relationships with customers, providing proactive sales support and upselling new or additional services.
  • Process customer payments, maintain accurate internal reports, and schedule and bill for services, deliveries, and new installations.
  • Address customer complaints effectively, ensuring the appropriate changes are made, and maintain comprehensive records of customer interactions.
  • Complete contract forms, address change records, or issue service discontinuance orders using computer systems.
  • Handle unresolved customer grievances, referring them to designated departments for further investigation.
  • Determine charges for services requested, arrange for billing, or collect deposits/payments.
  • Contact customers to answer inquiries or to inform them of claim investigation results or planned adjustments.
Requirements:
  • 1+ years of customer service experience.
  • High school diploma or GED.
  • Moderate proficiency in Microsoft Word and Excel.
Preferred Qualifications:
  • Customer service experience, preferably in a sales/marketing environment.
  • Experience in data entry.
Essential Skills:
  • Computer proficiency, particularly with Microsoft Office.
  • Fluency with the Windows operating system and basic knowledge of MS Excel and MS Word.
  • Ability to learn a proprietary customer service program.
  • Excellent interpersonal and communication skills (verbal/written).
  • Professional phone etiquette.

Waterco of the Central States, Inc. is an Equal Opportunity Employer. We are committed to providing a work environment that is free from discrimination and harassment. We welcome applications from diverse candidates and are an affirmative action employer.

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