Customer Support Specialist
About the role
We are seeking a detail-oriented and customer-focused Customer Support Representative to join our growing team. This is not a high-volume phone position. Instead, the role is heavily focused on email communication, case management, problem resolution, and customer support. In this position, you will support Account Managers and fleet customers by researching and resolving customer inquiries, managing cases through Salesforce, and collaborating with internal departments to ensure timely solutions. The ideal candidate is a strong communicator who enjoys investigating issues, solving problems, and delivering exceptional customer service. They thrive in an email-driven customer service environment, enjoy troubleshooting issues, conducting research, managing customer cases from start to finish, and partnering with internal teams to deliver exceptional service. Success requires strong organizational skills, attention to detail, and the ability to manage multiple customer requests while maintaining accuracy and professionalism. This is a fully onsite position in Schaumburg, IL.
Responsibilities
- Manage a high volume of customer emails and case requests through Salesforce.
- Research customer issues and provide accurate, timely resolutions.
- Support Account Managers and fleet customers with vehicle-related inquiries and account requests.
- Assist customers with a variety of service-related concerns, including vehicle orders, billing updates, vehicle status questions, insurance requests, and account maintenance.
- Coordinate with multiple internal departments to resolve customer issues efficiently.
- Utilize Salesforce CRM to document customer interactions, manage cases, and track follow-up activities.
- Make outbound calls to customers when additional information or follow-up is required.
- Communicate professionally with internal and external customers via email, phone, and Microsoft Teams.
- Process billing changes, generate reports, distribute insurance cards, and update driver information within company systems.
- Gather missing information from customers to ensure accurate completion of requests.
- Maintain detailed and accurate records while handling multiple priorities simultaneously.
- Navigate several databases, systems, and applications throughout the day.
Requirements
- Minimum of 2 years of customer service experience in an office or professional environment.
- Strong written communication skills with the ability to compose professional, grammatically correct emails.
- Excellent problem-solving and critical-thinking abilities.
- Strong attention to detail and ability to conduct research to resolve customer issues.
- Comfortable working in multiple systems and databases simultaneously.
- Proficient in Microsoft Office, including Outlook, Word, Excel (basic data entry and reporting functions).
- Typing speed of 40+ WPM.
- High School Diploma or equivalent.
- Ability to manage multiple priorities in a fast-paced environment.
Qualifications
- Experience using Salesforce CRM.
- Previous experience in case management or customer issue resolution.
- Experience supporting customers through email-based communication.
- Experience working with fleet, automotive, logistics, or transportation-related services.
Skills
- Customer Service
- Case Resolution
- Email Support
- Salesforce CRM
- Written Communication
- Problem Solving
- Research & Investigation
- Multitasking
- Data Entry
- Microsoft Office