Customer Specialist I

About the Role

The Customer Specialist I (CS I) is responsible for delivering exceptional customer support by answering incoming calls, creating and managing cases in Salesforce, and resolving issues with a focus on first-call resolution. This role requires a proactive, customer-first professional who can effectively support both internal and external clients across multiple channels, ensuring issues are resolved accurately and within service level expectations.

Responsibilities

• Answer inbound calls from customers while implementing necessary customer satisfaction skills, including phone etiquette, accountability, and active listening, while meeting specific service level and performance goals.
• Manage incoming support tickets to ensure all customer inquiries are resolved effectively and efficiently, including validating tickets, providing updates and callbacks, and triaging tickets that need additional support.
• Demonstrate excellent customer service skills by taking ownership, researching, and resolving customer inquiries with an emphasis on first-call and one-contact resolutions.
• Utilize an internal knowledge base system for customer interactions to provide support and ensure accurate resolutions and information.
• Maintain and promote a positive outlook, embrace change, and strive to exceed departmental performance goals in relation to quality, production, and schedule adherence.
• Invest in ongoing personal skills development to ensure technical expertise and industry-specific skills are constantly expanded and honed.
• Deliver exceptional customer service by effectively using available resources and tools to manage and accurately document complex inquiries and requests via email, chat, and phone within the Salesforce application.
• De-escalate customer concerns, articulate complex information to customers, and provide optimal resolutions that embody a world-class customer experience.
• Ensure daily individual case quotas are met or exceeded, and customers' technical issues are resolved professionally, empathetically, and effectively according to team processes.

Requirements

• 2+ years of customer service experience in a call center environment or 2+ years of technical support delivery experience
• 1+ years of Automotive industry experience
• Strong phone etiquette
• Proficient knowledge of MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud

Qualifications

• Effective communication and verbal skills
• Flexibility and adaptability
• Team-oriented and ability to work collaboratively
• Proactive in taking initiative
• Ability to multi-task in a fast-paced and dynamic environment
• Highly adaptable to process and system changes
• Knowledge of HTML, CSS, JavaScript, and use of technology

Schedule

The schedule for this opportunity is 11 AM - 8 PM or 12 PM - 9 PM Eastern Time, including Saturdays.

Pay

The targeted salary range for this position is $43,888 - $51,900. The posted salary range may be adjusted based on job-related factors permitted by law, such as experience and training, internal pay equity, licensure and certifications, market factors, departmental budgets, and responsibility.

Benefits

• Medical, dental, and vision insurance
• Company-matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account

This position is open to US residents only. A successful candidate must pass a background check as a condition of joining the team.