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Service Support Specialist

2 months ago

Solon, Ohio, United States Rize Home Full time

Rize Home is seeking a motivated candidate to fill our Customer Service & Warranty Support Specialist opening. It would be our pleasure to further develop passionate individuals who are eager to learn and grow within our dynamic industry.

The ideal candidate for this role will have a positive, energetic approach to working in a fast-paced environment, with emphasis on teamwork and customer service. The Customer Service & Warranty Support Specialist is responsible for providing effective, world-class, customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Our company offers a competitive base pay and bonus program, a generous benefits package, four weeks of PTO, and a culture that values opportunity for growth, development, and internal promotion. We also celebrate company milestones and recognize employee achievements.

As a Customer Service Specialist, you will be responsible for:

  • Providing exceptional customer service for all inbound inquiries and issues.
  • Preparing documentation for claims and troubleshooting as needed.
  • Maintaining accurate and updated records for processing claims.
  • Completing outbound calls to schedule technicians for warranty repairs.
  • Following up consistently on all open issues via phone and email.
  • Tracking expected technician visits on a calendar.
  • Corresponding with customers, processing orders/changes/returns according to established procedures, and updating account information.
  • Providing timely feedback to the company regarding service failures and/or customer complaints.
  • Recommending improvements in products, packaging, shipping, service, or billing methods and procedures to further enhance the customer experience.
  • Maintaining positive customer interactions and relationships.
  • Maintaining product knowledge, understanding of next steps, and the ability to communicate based on audience – consumer, technician, escalation contact.
  • Assisting with special projects and performing other duties as assigned.

The successful candidate will have:

  • A High School Diploma or GED.
  • A minimum of 2 years of experience in customer service-related experience.
  • Proficiency in MS Office (Word, Excel, Outlook).
  • Compatibility with our company culture and core values.
  • Proficiency with CRM software and Microsoft Office Suite.
  • Prior experience with ERP is preferred.