Customer Support Rep

About the role

This role handles incoming customer calls, serves as a liaison providing product and service information, and troubleshoots and resolves customer account issues with accuracy and efficiency. The position ensures excellent service standards, responds efficiently to customer inquiries, and maintains high customer satisfaction in accordance with Fullbay policies and procedures.

The Outbound Business Development Representative also generates sales leads, engages customers to identify and assess their needs, and builds sustainable relationships through open and interactive communication.

Responsibilities

• Manages large amounts of incoming calls while following Fullbay communication procedures, guidelines, and policies.
• Generates sales leads and takes the extra mile to engage customers by identifying and assessing their needs to achieve satisfaction.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Ensures excellent service standards, responds efficiently to customer inquiries, and maintains high customer satisfaction.
• Provides accurate, valid, and complete information by using the appropriate resources, methods, and tools.
• Meets established personal, customer service team sales targets, and call handling quotas.
• Handles customer feedback and complaints, provides appropriate solutions and alternatives within time limits, and follows up to ensure resolution.
• Troubleshoots and investigates customer complaints when there is insufficient information to resolve them.
• Keeps records of customer interactions, processes customer accounts, and files documents.
• Performs other duties as assigned.

Requirements

• High School Degree or equivalent.
• Two (2) years of prior customer support work experience or experience working as a Client Service Representative or related position.

Skills

• Strong computer skills and experience with MS Office Products (Word, Excel, PowerPoint) and Google Suite.
• Familiarity with CRM systems and practices.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Excellent communication (both verbal and written) and presentation skills.
• Customer service-focused with the ability to adapt and respond to different types of characters.
• Troubleshooting and problem-solving ability.
• Strong interpersonal skills; ability to demonstrate patience, empathy, and passion in communication.
• Ability to multitask, prioritize, and manage time effectively.
• Proficiency with 10-key typing and data entry.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone).
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Must lift and/or move up to 10 pounds.
• Specific vision abilities required include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Tasks include typing on a computer keyboard, looking at a computer monitor, and operating a cell phone or computer-based phone.