Title: Customer Support Specialist
Pay Rate: $20.00 hourly + monthly incentive
Position Type: Full-Time, 40 hours
Schedule: Weekdays, Monday-Friday
Essential Duties and Responsibilities: The following statement reflects the general details considered necessary to describe the principle functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent to the job.
- Responds to a high volume of inbound customer calls and emails in a timely, professional, and customer-focused manner.
- Processes customer orders received by phone, email, or other approved channels.
- Provides order status, delivery and shipment information, inventory and product availability, pricing, quotes, and other related customer support.
- Assists customers with product inquiries, basic troubleshooting, e-commerce support, returns, and general service needs.
- Provides product information and recommendations during inbound customer interactions when appropriate; this role does not conduct outbound sales calls.
- Makes outbound calls only as needed to follow up on customer inquiries, resolve open issues, or provide requested information.
- Utilizes CRM to document customer interactions, manage follow-up activities, track customer inquiries, and support timely resolution of open issues.
- Processes tickets for customer returns and other service-related matters.
- Maintains accurate and up-to-date customer account information in company systems.
- Serves as an advocate for the customer by helping resolve concerns and coordinating with supporting departments as needed.
- Suggests operational and process improvements to better serve customers and streamline internal processes.
- Provides operational support to supporting departments as needed.
- May occasionally travel to conventions, trade shows, universities, or customer events as required.
Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
- Associate degree or equivalent combination of education and experience.
- Minimum of two years of customer service, sales support, call center, or related experience in a fast-paced environment.
- Experience handling inbound customer calls and emails strongly preferred.
- Experience using CRM, order entry, or customer management systems preferred.
- Dental, orthodontic, medical device, manufacturing, or distribution experience a plus.
EEO/Disabilities/Veterans. Individuals with disabilities and protected veterans are encouraged to apply.
