Customer Support Specialist I

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

📋 Description

• Act as the primary point of contact for incoming client support and service inquiries through phone, email, chat, and voicemail.

• Provide level 1 support and troubleshooting for Clubessential products, encompassing accounting, payments, membership, banquets, reporting, hardware integrations, and general IT-related challenges such as device setup, connectivity, and system access.

• Engage in active listening to evaluate client requirements and deliver effective, value-added solutions.

• Diagnose and resolve client issues promptly, including those related to payment processing and reporting.

• Thoroughly document all client interactions in CRM systems.

• Identify urgent support needs and ensure timely resolution, including warm transfers to higher-level support teams when necessary.

• Monitor client usage, pinpoint at-risk clients, and contribute to retention and satisfaction initiatives.

• Collaborate with Product and internal teams to relay client feedback and provide suggestions that enhance product improvement, scalability, and ongoing support efficiency.

⛳️ Requirements

• A Bachelor’s degree in Business Administration, Accounting, Finance, or a related field is preferred.

• Experience in the Golf/Club Industry is preferred.

• Strong technical skills with a keen curiosity and motivation to learn new software and technologies.

• Solid comprehension of accounting and financial processes.

• Excellent communication skills that are articulate, confident, and friendly, with a strong command of grammar.

• A self-motivated, team-oriented individual with a positive attitude and a robust work ethic.

• Strong problem-solving capabilities with the ability to think quickly and assist clients toward resolution.

• Capacity to multitask and effectively manage priorities in a fast-paced, high-volume environment.

• A process-oriented mindset with an interest in enhancing and streamlining operations.

• A passion for providing exceptional client service through various communication channels.

🏝️ Benefits

• Clubessential offers innovative cloud-based software solutions customized for the private club and collegiate athletic sectors.

• Deliver exceptional products and services to a varied clientele, including country clubs, golf clubs, yacht clubs, social clubs, and prestigious collegiate athletic organizations.

• Stay current with product knowledge through updates, enhancements, and new services.

• Serve as a trusted advisor to clients, managing expectations and fostering product adoption.