Job Description

Customer Support Specialist

Position Responsibilities:

• Customer Support Specialists should stay informed about product specifications and the ability to maintain a positive demeanor and patience with customers
• Demonstrate high standards for quality service
• Work in tandem with the quality and training team to self-manage performance expectations
• Maintain an open communication line with Team Lead/Quality Advocate/the Trainer and the manager for support and personal development
• Maintain business acumen, courtesy and professionalism when dealing with all client contacts
• Utilize existing email communication templates for client interactions housed in the Call Center Knowledge Base
• Maintains proprietary call center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
• Be punctual to work and adhere to all schedules and deadlines both scheduled and special projects
• Strict adherence to key performance indicators (KPI) as set by management
• Strive to exceed key performance indicators (KPI) and quality goals as outlined by management

Qualifications:

• High school diploma or equivalent.
• 1-2 years Call Center Experience preferably in a live chat environment
• Retail sales experience, preferably in an ecommerce environment
• Excellent Data Entry skills/- 45-55 wpm minimum
• Must be computer literate and internet savvy
• Experience in windows-based applications, specifically client relationship management tools preferred (e.g. Salesforce)
• Experienced in handling multiple chats at any given time
• Exceptional written communication skills; and high-quality standard in grammar, punctuation and written business acumen
• Professional, upbeat and engaging written communication
• Excellent oral communication skills: clear diction, tone and use of proper grammar
• Ability to deliver quality customer service in a high-volume environment
• Ability to develop relationships with clients, even in difficult situations
• Ability to advise and counsel customers in a quick and efficient manner
• Ability to multitask by reading, typing, and navigating through applications while speaking with customers
• Empathetic and active listening
• Positive outlook and enthusiastic attitude
• Conscientious team player
• Must be flexible and be ready to work in a dynamic shift environment- weekends and evening shifts may be required
• Dependable, a history of good attendance and punctuality is essential

Proven track record of ALL of the following STRIVE values:

• [S]ervice
• [T]enacity
• [R]esponsibility
• [I]ntegrity
• [V]ersatility
• [E]ntrepreneurship

Salary & Benefits:

The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, educational assistance, and a 401K plan.

Work From Home Technology Requirements:

Minimum PC Requirements CPU Speed

• Dual Core 1.2 GHz or better
• Intel Core i3 or AMD Ryzen 3 or better

Hard Drive

• 40 GB or more of available space
• 100 GB or more of total space

Memory

• 8 GB or RAM or better is preferable

Operating System

• Windows 10 Professional (No Macs or Chromebooks)
• Information on how to upgrade to Windows 10 Professional can be found here:
• Two (2) available USB 2.0 or greater ports

Minimum Monitor and Accessory Requirements Monitor*

• 1280 x 1024 (SXGA) screen resolution
• 1920 x 1080 (Full HD or 1080p)

USB Headset with Microphone

• JPL TT3 Evo Binaural Headset (Headband + Boom) with Tough Case and JPL BL-053+P JPL USB 2.0 universal bottom lead with volume and mute function

Camera

• Integrated or USB Camera

*Dual monitors may be required on some client programs

Minimum Software Requirements Google Chrome**

• Latest version of Google Chrome for Windows

**Certain client programs may require specific versions of Microsoft Internet Explorer

Minimum Internet Connectivity Requirements Standard Connection / Speed

• Hard-wired connection (no wireless)
• Minimum 45 Mpbs download / Minimum 10 Mpbs upload
• Internet connection must not be shared with more than 3 devices in the same location

Maximum Latency Threshold

• 120 milliseconds (ms)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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