CUSTOMER SUPPORT SPECIALIST

About the role

The Customer Support Specialist is responsible for interfacing with customers in both in-person, phone, and e-mail interactions. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Responsibilities

• Portraying a positive company image and engaging in professional and friendly communications with customers
• Manage/Assist in the continued improvement of the AI customer service software
• Processing orders by mail, telephone, fax, email, or other employees
• Actively listening to customer needs and inquiries to determine appropriate service actions
• Assisting colleagues and other employees with administrative duties
• Serving as the cashier and being primarily responsible for answering telephones, handling cashier transactions, and performing other clerical duties
• Referring any customer questions regarding products or services to the appropriate person
• Establishing and maintaining customer profiles and preparing required documentation
• Performing accurate company-required recordkeeping
• Efficiently and correctly corresponding with third-party providers to obtain payments
• Resolving customer problems, such as shipping or invoicing problems, insurance issues, etc.
• Informing customers of prices, scheduled work dates, anticipated delays and any additional information needed by customer; recording or filing copy of order received
• Following-up on orders to ensure successful completion of work by specified dates
• Preparing receipts and shipping documents
• Performing other duties as assigned

Success factors and performance indicators

The Customer Support Specialist's success will be measured by many factors pertaining to the job, including, but not limited to:

• Call Counts
• Tech Utilization
• Call Booking %
• Customer Satisfaction

Requirements

• High School Diploma/GED or equivalent experience
• Prior experience with the public (customers) in a fast paced environment a plus; prior experience as a cashier a plus
• Must be a self-starter with excellent interpersonal and communication skills with a talent for customer service
• Ability to read and interpret documents such as procedure manuals, work instructions, software manuals; ability to write routine reports and correspondence
• Experience with working in a CRM and/or AI Customer interface system
• Ability to time manage, set timeline goals and prioritize tasks
• Ability to work independently and exercise sound judgment and problem-solving
• Excellent oral/written communication skills
• Proficiency with computers
• Ability to work in a team environment and take direction from management and supervisors
• (Desired) HVAC industry-specific experience

Physical demands and work environment

While performing the duties of this position, the employee is regularly required to talk and listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is frequently required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

Working Environment: The noise level is typically low to moderate. The workplace is an environmentally controlled office.