Act as a liaison, provide product/services information and resolve any emerging problems that our customers might face with accuracy and efficiency
Clarify customer requirements multiple form of communication (phone/email/chat); probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking
Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Prepare complete and accurate work including appropriately notating cases/shipping as required
Participate in activities designed to improve customer satisfaction and business performance
Ability to de-escalate and solve complex problems
Offer additional products and/or services
Track, document and retrieve information in case management system
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers
Collaborate with management teams to stay updated on new products, services, and policies

High School Diploma or Equivalent required
Open availability
Experience in multi-tasking (using dual computer monitors, typing and talking)
Successful candidates will have prior customer care, sales or technical experience in a service environment
Excellent communications skills when speaking or writing to customers and employees
Ability to listen actively and show empathy to customer’s concerns
Ability to prioritize work efforts and has strong attention to detail
Call Center experience a plus

Bonus opportunities & career advancement opportunities at every level
Programs that help you reach your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
Medical, Dental, Vision, Life, and other Insurance Plans (subject to eligibility criteria)
Work-life balance, including: Paid vacation and sick time for eligible associates
Paid holidays plus a personal holiday
Paid Volunteer Time Off that starts on Day 1

Customer Service Specialist

Key skills