Customer Support Specialist I

About the role

The Customer Support Specialist I in the Customer Service Department will answer questions over email, live webchat, and on the phone about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers’ concerns with a focus on first-call resolution.

Responsibilities

• Answer inbound calls, emails, and chats from potential customers and existing clients.
• Quickly assesses customer issues to provide accurate support.
• Explores and understands customers’ needs and exceeds their expectations.
• Complete all required training courses and stay informed about company news and department processes and procedures.
• Maintain a high standard of professionalism with our customers.
• Adhere to department performance goals and production standards.
• Work independently with confidence and sound judgment, while collaborating with a supportive team and knowing when to escalate critical customer issues for optimal resolution.
• Maintain individual performance relative to traceable metrics and quality standards in relation to department goals and objectives.
• Able to execute Tier One responsibilities such as order entry and basic account management and post-delivery support tasks with coaching.
• Other duties as assigned.

Requirements

• Minimum of 1 year of Customer Service experience.
• Minimum of 1 year of experience with Salesforce or other CRM applications.
• Must be at least 18 years of age.
• Weekend Availability on Saturday & Sunday.

Qualifications

• Preferred Experience: Able to work in a fast-paced environment and easily pivot with changing business needs.
• Knowledgeable with Microsoft Office Suite (Excel, Outlook, and Word).
• Computer-savvy and able to navigate multiple applications at the same time.
• Able to work under pressure and remain flexible to changing schedules and demands.
• Robust verbal and interpersonal communication skills.
• Detail-oriented, organized, and able to multitask.
• Able to manage challenging customers and build rapport.
• Able to deescalate issues efficiently and appropriately.
• Robust problem-solving and analytical skills.
• Able to work independently with minimal supervision.

Skills

• Drive & Follow Through - Takes initiative and turns ideas into action.
• Adaptability in Uncertainty - Adjusts quickly and performs through change.
• Customer-Centered Mindset - Puts customer needs at the center of decisions.
• Judgment & Problem Solving - Makes sound decisions and solves problems effectively.
• Role-Specific Expertise - Applies strong functional expertise to deliver results.
• Results Accountability - Owns outcomes and delivers on commitments.
• Work Prioritization & Execution - Focuses on priorities and delivers on time.

Benefits

This is a remote role with an hourly rate of $17/hr.

Pay

$17/hr

Schedule

Remote