Customer Support Specialist (In-House)

Alphapointe provides preferential hiring to people with vision impairments (legally blind) and empowers individuals with vision loss to achieve their goals and aspirations.

About the role

The Customer Support Specialist serves as the primary point of contact for customers, providing timely, professional, and solution-oriented assistance. This role ensures a positive customer experience by addressing inquiries, resolving issues, and offering guidance on products and services while collaborating with internal teams to support operational efficiency and customer satisfaction.

Responsibilities

• Respond to customer inquiries via phone, email, and online portals in a professional and timely manner.
• Assist customers with order placement, product information, returns, and troubleshooting issues.
• Initiate and process RMAs (Return Merchandise Authorizations) in accordance with company policies.
• Resolve customer concerns efficiently while maintaining a focus on customer satisfaction and service excellence.
• Utilize the company’s report server to identify orders potentially impacted by backorders (item-specific or time-related) and communicate delays effectively to customers.
• Collaborate with other departments (Sales, Shipping, Production, etc.) to address customer needs and follow through on solutions.
• Document customer interactions and resolutions accurately and thoroughly.
• Identify recurring customer issues and suggest process improvements to Team Lead or Department Manager.
• Support team efforts by sharing knowledge, assisting colleagues, and contributing to a positive, collaborative work environment.
• Stay informed about company products, services, processes, and policies to provide accurate information to customers.
• Assist in training new team members as needed.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent (associate or bachelor’s degree preferred).
• 2+ years of customer service, call center, or client support experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word).
• Team-oriented with a positive attitude and a customer-first mindset.

Benefits

• Medical, dental, vision, and life insurance.
• Short- and long-term disability coverage.
• Vacation and sick time.
• Paid holidays.
• Flexible spending options.
• Generous 401(k) plan.