Customer Support Specialist | Remote | 10:30am-7pm CST

About the role

The Customer Support Specialist plays a critical role in supporting the sales efforts by managing customer interactions and ensuring high-quality service. This position is responsible for resolving inquiries and issues, maintaining customer records, and collaborating across teams to enhance the overall customer experience. The role contributes by acting as a key point of contact that upholds service standards and drives operational efficiency.

Responsibilities

• Serve customers via phone, fax, mail, and email by identifying needs, answering questions, and resolving issues
• Maintain client databases and customer profiles
• Clarify and research problems to find and implement solutions or escalate when necessary
• Redirect complex inquiries to specialized teams when appropriate
• Investigate and resolve shipment, return, credit, and order issues
• Manage customer complaints promptly to satisfactory resolution
• Collaborate cross-functionally to facilitate a seamless customer experience
• Consistently meet established key performance indicators

Requirements

• Minimum 2 years of B2B or 3 years of B2C customer service experience
• High school diploma or equivalent; some college preferred
• Effective written and verbal communication skills with strong active listening
• Demonstrated empathy, attention to detail, and interpersonal skills
• At least 2 years of SAP experience; Salesforce experience is a plus
• Intermediate proficiency with Microsoft Excel, Outlook, Teams, Word, and PowerPoint
• Conversational Spanish preferred
• Reliable internet connection with at least 300Mb/sec download and 20Mb/sec upload for remote work

Pay

The pay range for this role is $20 to $25 per hour. This role is bonus eligible.

Benefits

• Medical, dental, and vision coverage
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401(k) plan with company match
• Company-paid life and AD&D insurance
• Short and Long-Term Disability coverage
• Paid time off, floating Diversity Day, and paid holidays
• Paid parental bonding leave
• Employee Assistance Program with 24/7 mental health support
• Tuition reimbursement
• Hearing aid discounts for employees and their families
• Internal social recognition platform