Client Support Specialist
2 weeks ago
Position:
Customer Engagement Associate
Reports to Title:
Supervisor/Manager, Customer Support
Department/Division:
Customer Support
Primary Work Location:
Remote
Job Code/Classification:
Non-Exempt
Position Overview:
The Customer Engagement Associate serves as the initial point of contact for customer inquiries via phone, email, and other communication channels. This role is pivotal in delivering outstanding service to both internal and external clients by executing the following responsibilities.
Additionally, the associate will act as a subject matter expert for digital platforms, providing guidance and solutions to customers.
Essential Functions:
- Analyze intricate issues and propose, oversee, and implement optimal solutions.
- Address customer inquiries related to order status, product specifications, warranty information, and referrals.
- Process orders for stock products and accessories.
- Collaborate with sales teams to proactively engage customers in resolving service and sales-related concerns.
- Utilize internal systems to document customer interactions, manage complaints, and communicate improvements made.
- Investigate and rectify issues regarding shipments, financial discrepancies, and product histories.
- Provide internal support by clarifying orders and communicating necessary adjustments.
- Engage in special projects as assigned.
- Support digital platforms and pursue continuous improvement opportunities.
- Perform additional duties as required.
Competencies:
- Exceptional telephone etiquette and professionalism.
- Strong verbal and written communication skills.
- Excellent organizational abilities.
- Adept at multitasking in a fast-paced environment.
- Proficient computer skills.
Desired Qualifications:
Required Education:
High school diploma or equivalent.
Experience:
Basic computer proficiency with a willingness to learn new systems. Previous experience with Microsoft Office is preferred.
Ability to effectively convey information and respond to inquiries from both internal and external customers.
Travel:
Minimal travel may be required based on business needs.
Other:
Adhere to company policies and procedures. Meet performance expectations as outlined by management. Execute responsibilities with a focus on quality and professionalism. Maintain safety practices in all tasks. Foster positive relationships with colleagues and clients. Demonstrate the necessary competencies to fulfill job responsibilities effectively. Take initiative for personal and professional growth. Protect sensitive company information. Collaborate with sales teams for regular meetings.
Working Environment:
Flexible office setting with adjustable workstations.
Physical Demands:
Must be able to lift up to 10 lbs if necessary.
Position Type and Expected Hours of Work:
Full-time, Monday through Friday, with flexibility for overtime as needed.
Please note that this job description is not exhaustive and may be subject to change.
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