[Hiring] Customer Support Specialist I @EagleView

Role Description

The Customer Support Specialist I in the Customer Service Department will answer questions over email, live webchat, and on the phone about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers’ concerns with a focus on first-call resolution. We focus on training from the beginning, and we give our workforce members the tools they need to succeed long-term. This is a remote role with an hourly rate of $17/hr.

• Answer inbound calls, emails, and chats from potential customers and existing clients.
• Quickly assess customer issues to provide accurate support.
• Explore and understand customers’ needs and exceed their expectations.
• Complete all required training courses and stay informed about company news and department processes and procedures.
• Maintain a high standard of professionalism with our customers.
• Adhere to department performance goals and production standards.
• Able to work independently, while knowing how/when to handle or escalate critical customer issues.
• Maintain individual performance relative to traceable metrics and quality standards in relation to department goals and objectives.
• Ability to execute Tier One responsibilities such as order entry and basic account management and post-delivery support tasks with coaching.
• Other duties as assigned.

Qualifications

• Minimum of 1 year of Customer Service experience.
• Minimum of 1 year of experience with SalesForce or other CRM applications.
• Must be at least 18 years of age.
• High School Diploma or equivalent (GED).
• Weekend Availability on Sat & Sun a MUST.

Requirements

• Able to work in a fast-paced environment and easily pivot with changing business needs.
• Knowledgeable with Microsoft Office Suite (Excel, Outlook, and Word).
• Computer savvy and able to navigate multiple applications at the same time.
• Able to work under pressure and remain flexible to changing schedules and demands.
• Robust verbal and interpersonal communication skills.
• Detail-oriented, organized, and able to multi-task.
• Capable of managing challenging customers and building rapport.
• Able to deescalate issues efficiently and appropriately.
• Robust problem-solving and analytical skills.
• Able to work independently with minimal supervision.

Benefits

• PTO, Sick, and Parental Leave.
• Medical, Dental, and Vision Insurance.
• 401(k) Plan.
• Health Savings Account.
• Life Insurance.
• Employee Assistance Program.
• Pet Insurance.

Equipment Requirements

• USB headset.
• Smartphone.

Company-Provided Equipment

• Laptop.
• Docking Station.