Customer Support Specialist (After Hours)

About the role

The Customer Support Specialist (After Hours) at EquipmentShare is responsible for providing exceptional service and support to both internal and external customers. This role requires a strong focus on customer satisfaction and the ability to manage multiple channels of communication.

Responsibilities

• Provide clear and accurate answers to customer inquiries and appropriate referrals.
• Respond to customer inquiries via telephone, chat, and email in a timely and professional manner.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Utilize appropriate resources to ensure work is completed accurately, efficiently, and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements.
• Enhance construction industry and functional job knowledge through actively participating in learning and growth opportunities.
• Work collaboratively with co-workers to achieve departmental and company goals and standards.

Requirements

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional customer service and a positive customer experience.
• Strong organizational skills with attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Excellent phone handling, negotiating, and active listening skills.
• Bilingual in English and Spanish with proficiency in speaking, reading, and writing.

Qualifications

• High school diploma required, college degree desired.
• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment.

Skills

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional customer service and a positive customer experience.
• Strong organizational skills with attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Excellent phone handling, negotiating, and active listening skills.
• Bilingual in English and Spanish with proficiency in speaking, reading, and writing.

Benefits

• Competitive compensation.
• Full medical, dental, and vision coverage for full-time employees.
• Generous PTO + paid holidays.
• 401(k) + company match.
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events and food truck nights.
• 16 hours of paid volunteer time per year — give back to the community you call home.
• Career advancement, leadership training, and professional development opportunities.

Pay

Competitive compensation based on experience and qualifications.

Schedule

After Hours Shift - Evening and weekend availability required.