Next Level Support Specialist

Job Responsibilities

• Manage 70+ inbound/outbound calls daily with an average handling time of 3.5 minutes.
• Resolve 80% of issues on the first call and maintain a 90%+ customer satisfaction score.
• Respond promptly to customer inquiries via phone and email.
• Handle escalated issues professionally, involving senior staff when necessary.
• Process late and next-day delivery orders and fulfillment requests.
• Manage inventory updates and perform logistical audits.
• Invoice delivery trucks and ensure accurate shipping documentation.
• Schedule and coordinate service appointments.
• Support service tech board closures and billing.
• Prepare and process billing for completed service tasks.
• Maintain accurate records for customers, orders, and inventory.
• Generate end-of-shift KPI reports for management.
• Participate in team meetings to review performance and updates.
• Work cross-functionally with other departments to ensure smooth operations.
• Engage in quarterly performance reviews to track progress and set goals.
• Other duties/projects as assigned

Qualifications

• High school diploma or equivalent
• Proficient in Microsoft Office and other computer applications
• Previous experience in a call center or customer service role preferred
• Excellent verbal and written communication skills, with the capacity to understand and execute instructions effectively.
• Strong interpersonal skills, including exceptional listening and problem-solving abilities.
• Ability to collaborate effectively in a team setting and work autonomously with minimal supervision.
• Ability to work flexible hours, including evenings and weekends