Customer Support Specialist I

About the role

The individual in this role handles incoming customer calls and fulfills customer needs to ensure customer satisfaction. They may respond to e-mail inquiries. Calls are basic and routine. Calls are non-routine and require deviation from standard screens, scripts, and procedures.

Responsibilities

• Processes new orders based on customer requests.
• Tracks open orders to ensure completeness in a prompt manner.
• Checks pricing and verifies availability.
• Reviews and troubleshoots customer problems and initiates standard action for repair as guided by customer service policies.
• Uses multiple computerized systems for tracking, information gathering, and/or troubleshooting.
• Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Customer service is the primary function and includes minimal selling or promotion of products or services.

Requirements

• A high school diploma or an equivalent combination of education and experience.
• Higher education including certificates, associates, and bachelor's degree or equivalent is preferred.
• Excellent written and verbal communication skills, including effective listening skills.
• Ability to learn and understand technical terminology.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focus on details.
• Requires limited knowledge of the organization, products, and/or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.

Qualifications

• High school diploma or equivalent.
• Preferred higher education including certificates, associates, and bachelor's degree.
• Excellent written and verbal communication skills.
• Ability to learn and understand technical terminology.
• Fast-paced goal-oriented environment experience.
• Multiple task handling and organizational skills.
• Limited knowledge of the organization, products, and/or services.
• Computerized data entry system navigation ability.

Skills

• Basic understanding of technical HVAC for parts identification, system matching, and general knowledge to assist the customer with orders.

Benefits

Employees in this role are also eligible for a bonus in accordance with the terms of the Company’s applicable plan. Benefits include tuition reimbursement; medical, dental, and vision insurance; prescription drug coverage; 401(k) retirement plan; short-term disability insurance; 8 weeks paid birthing leave; 2 weeks paid bonding leave; life and long-term disability insurance. Depending on date of hire, and subject to applicable eligibility requirements, new employees in this role also receive up to: 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.

Pay

This is a salaried non-exempt role. The starting salary range for this role and market is between $44,000 - $57,750 annually. Factors that may affect starting salary include geography/market and the skills, education, experience, and other qualifications of the successful candidate.

Schedule

Not specified.