1. About Our Client: The organization operates within the customer support sector, focusing on providing comprehensive assistance to clients through multiple communication channels. It addresses the challenge of delivering efficient and effective customer service by building a robust Customer Success infrastructure that emphasizes excellence, proactive support, and interdepartmental collaboration.
2. About the Opportunity: 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.
3. 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
4. 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
5. Pay Range and Compensation Package:
- The pay range for this role is $20 to $25 per hour
- This role is bonus eligible
6. Benefits & Perks:
- 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
7. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
