Customer Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming customer calls while achieving service level and performance objectives

• Handle incoming support tickets and efficiently address customer inquiries

• Validate support tickets and provide prompt updates and callbacks

• Prioritize tickets that require additional departmental assistance

• Investigate and resolve inquiries with a focus on achieving first-call and one-contact resolutions

• Utilize the internal knowledge base to deliver accurate support and information

• Achieve or surpass departmental targets for quality, productivity, and adherence to schedules

• Commit to ongoing personal skills enhancement and broaden technical and industry knowledge

• Manage and accurately record complex inquiries through email, chat, and phone in Salesforce

• De-escalate customer issues and convey complex information clearly

• Meet or exceed daily individual case targets

• Professionally, empathetically, and effectively resolve customers' technical issues in line with team procedures

⛳️ Requirements

• Minimum of 2 years of customer service experience in a call center setting or 2 years of experience in technical support

• At least 1 year of experience in the Automotive industry

• Excellent phone etiquette

• Proficient in MS Office Suite (Word, Excel, Outlook) and Salesforce Service Cloud

• Strong communication and verbal skills

• Adaptability and flexibility

• Team-oriented with the ability to work collaboratively

• Proactive in taking initiative

• Ability to manage multiple tasks in a fast-paced and dynamic environment

• Highly adaptable to changes in processes and systems

• Knowledge of HTML, CSS, JavaScript, and technology utilization

• Position open to residents of the US only

• The successful candidate must pass a background check as a condition of employment

🏝️ Benefits

• Medical, dental, and vision insurance

• Company-matched 401K plan

• Flexible PTO + Sick Leave

• 6 weeks of paid Parental Leave

• 8 Paid National Holidays

• Company-paid basic Life Insurance

• Voluntary supplemental Life Insurance

• Voluntary long-term/short-term disability insurance

• Voluntary Pet Insurance

• Optional Healthcare/Dependent Care FSA Account