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

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