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Customer Support Specialist

2 months ago

Fort Calhoun, Nebraska, United States Coker Tire Full time

Job Type:
Full-time

Position Overview:
The Customer Support Specialist is tasked with delivering exceptional service to all clients by leveraging knowledge of company policies and procedures while effectively communicating with colleagues within the customer support division. This role is a full-time, non-exempt position.

Customer Support Hours:
Monday - Friday 8:00 AM - 5:00 PM and Saturdays 9:00 AM - 1:00 PM. Employees are expected to be available for a 40-hour work week during operational hours, with shifts subject to change based on business requirements. Seasonal or occasional overtime may be required.

Key Responsibilities:

  • Primarily handles inbound calls and may initiate outbound calls to address customer inquiries.
  • Accurately inputs customer order information into company systems.
  • Processes customer orders, modifications, and returns in accordance with established departmental guidelines.
  • Responds promptly to all internal and external communications, ensuring customer concerns are understood and resolutions are clearly articulated.
  • Maintains high standards of quality, productivity, and efficiency aligned with continuous improvement practices.
  • Collaborates with the sales team to meet and exceed customer service expectations.
  • Utilizes product catalogs as reference tools for customer assistance.
  • Exhibits a willingness to learn and a genuine passion for assisting customers.
  • Continuously updates knowledge of products, services, and promotions.
  • Guides customers through navigating the company website.
  • Effectively de-escalates situations involving dissatisfied customers, providing support and assistance.
  • Demonstrates empathy, professionalism, and respect in all customer interactions.
  • Delivers timely and accurate information regarding orders and product inquiries.

Job Specifications:

  • High School Diploma or GED is required.
  • Associate's degree is preferred.
  • A minimum of 3 months experience in a high-volume customer service or call center environment is required.

Knowledge, Skills, and Abilities:

Knowledge Of:

  • Customer service and/or call center operations.
  • Proficiency in Microsoft Office, Outlook, and ERP systems.
  • This position operates in a professional office setting, routinely using standard office equipment such as computers, phones, photocopiers, and fax machines.

Skills:

  • Excellent oral, written, and interpersonal communication skills.
  • High attention to detail and strong organizational skills.
  • Ability to learn new procedures, systems, and technologies.
  • Ability to prioritize tasks and manage multiple responsibilities.
  • Strong problem-solving abilities and mathematical skills.
  • Flexibility to adapt to changes within the company or department.
  • Self-motivated with a positive attitude, capable of working independently and collaboratively.
  • Reliable and punctual.
  • Ability to maintain composure under pressure and contribute to a positive work environment.

Physical Abilities:

  • Dexterity to operate a computer keyboard.
  • Visual acuity to read and review materials for accuracy.
  • Auditory ability to communicate effectively with customers and colleagues.
  • Ability to sit for extended periods.