[Close] 

Customer Support Specialist

Job Description



The Customer Support Specialist receives callers, determines nature of business, and directs/assists callers. The Specialist communicates, investigates and resolves various Customer and Sales Force inquiries, adjustments, and concerns and is responsible for organizing and sharing a great deal of information regarding the company and its policies, procedures, systems and programs.


Essential duties and responsibilities include, but are not limited to, the following:


? Converses or corresponds with our Customers, Sales force, shipping services and internal departments such as Finance, Sales, Business Operations, and Distribution to obtain facts regarding customer concerns.


? Examines pertinent information to determine accuracy of customer concerns, responsibility for errors, and steps necessary for prompt resolution.


? Notifies customer and designated personnel of findings, adjustments, and recommendations.


? Recommend to Management process improvements for product, ordering, shipping methods, service, billing methods, etc. in an effort to improve efficiency and satisfaction for customers.


? Answer all incoming calls in accordance with established standards of performance and efficiently maintain log of calls and resolutions.


? Assists with various outgoing calls (i.e. surveys, informational, congratulations, etc.) as needed.


? Understand and support contests, offers and promotions.


? Access specified sites on the Internet for package tracking, site inquiries, credit card approvals, etc.


? Support the Field with inquiries regarding online ordering, site navigation and errors.


? Assists the Business Operations group with keying orders, UPS claim research, manual redemption of certificates.


? Assists other business units with occasional projects as needed.




  • High School Diploma or equivalent.

  • Excellent typing skills and a general aptitude with technology.

  • Experience using a customer relationship management (CRM) system is preferred.

  • Experience with heavy call volume is preferred.

  • Pleasant telephone manner; must be cheerful and exercise diplomacy at all times



Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Customer Service Specialist - Copy, Mail, Hosp...
Boston, MA Ricoh Americas Corporation
Customer Service Specialist
Waltham, MA Sodexo Inc.
Customer Service Specialist
Waltham, MA Sodexo Frontline
Sales Support Specialist
Boston, MA The Computer Merchant, Ltd
Customer Service Specialist, Seasonal
Watertown, MA Best Buy