Customer Support Specialist

Role Overview

• Communicate with customers via email and chat following standard operating procedures
• Handling inbound customer calls as needed
• Audit accounts to ensure proper protocols are followed
• Compose and manage ad hoc email correspondence
• Accept payment on certain accounts as appropriate and resolve most questions and problems, referring only the most complex to higher levels (i.e., designated Assistance rep or supervisor)
• Evaluate customers' financial situations and negotiate terms of repayment to bring the account current
• Input customer-related data accurately and efficiently
• Always deliver a consistent and professional level of service
• Maintain the highest level of both quality and service with every interaction
• Advise and influence customers on the payment options within company guidelines
• Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems
• Additional responsibilities as needed

Requirements

• Previous customer support experience preferred (email, chat, or call center)
• Strong written and verbal communication skills
• Ability to navigate multiple systems and maintain accurate account documentation
• Strong problem solving and decision making skills
• Ability to remain professional and empathetic during all customer interactions
• Ability to pay close attention to detail and be self-motivated
• Ability to multitask and excel in a fast-paced environment
• Beginner-Intermediate proficiency in Microsoft excel

Benefits

• Medical, Dental, Vision Insurance
• 401k with 4% company match
• Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (from the HFD approved list)
• EPIC company culture