Customer Service Account Specialist
About the role
This Specialist is responsible for handling incoming customer calls and fulfilling customer needs to ensure satisfaction. Customer calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. The specialist may also be asked to respond to e-mail inquiries. While providing outstanding customer service is the primary function, the person in this position may have the opportunity to sell or promote products and services.
Responsibilities
- Process new orders based on customer requests.
- Track open orders to ensure completeness in a prompt manner.
- Check pricing and verify availability.
- Review and troubleshoot customer problems and initiate standard action for repair, replacement, return or field service as guided by customer service policies.
- Use a computerized system for tracking, information gathering and/or troubleshooting.
- Provide support to lower level staff on non-standard cases where policy and practice are not formalized or documented and individual case determination may be required.
- Refer highly unusual situations to higher authority for review and reconciliation.
- May be asked to assess needs and suggest/promote alternative products or services.
Requirements
Requires a high school diploma or an equivalent combination of education and experience. A bachelor's degree or equivalent is preferred. Requires at least 2 years related experience. Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus on details. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.
Qualifications
High school diploma or equivalent required. Bachelor's degree preferred. 2+ years related experience. Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus on details. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.
Skills
Excellent written and verbal communication skills, including effective listening skills. Ability to learn and understand technical terminology. Must be able to work in a fast-paced goal-oriented environment. Able to handle multiple tasks, stay organized, and focus on details. Requires general knowledge of the organization, and thorough knowledge of company products and services. Requires ability to navigate a computerized data entry system or other relevant applications.
Benefits
Subject to applicable eligibility requirements, the following benefits are offered for this role: tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance. Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 14 paid holidays, and 1 floating holidays per year.
Pay
The starting salary range for this role and market is between $38,000 - $49,350 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate. Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan.
Schedule
This is an on-site role based in West Columbia, SC. (This position is 100% onsite).