The Customer Support Specialist I will build and maintain relationships with internal and external clients through interactions that may include, but are not limited to: explanations of Runzheimer’s products and services, troubleshooting, gathering and analyzing data, training on the use of our products and services, and resolving customer complaints.
Essential Duties & Responsibilities:
Promptly answer telephone calls, emails, and other customer service requests. Assume ownership of all issues received. Maintain customer satisfaction by ensuring all customer service requests are resolved effectively and efficiently. Communicate updates and resolutions to clients in a timely manner.
Log all customer issues in designated application. Provide detailed and accurate notes for all related activities needed to resolve issue. Promptly refer issues to other departments as needed.
Follow established policies and procedures regarding problem resolution.
Prepare accurate reports in accordance with request specifications and within stated timeframe.
Provide input on best practices that have been identified and communicate process improvement ideas.
Educate customers on Runzheimer’s products and services. Listen for Voice of Customer leads for service add-on opportunities.
Complete other special projects and tasks, as assigned.
The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualifications below are required to further a best-in-class customer experience. Specific qualifications include:
Bachelor’s Degree in business-related field
4+ years of experience in a Customer Support environment and/or process improvement experience
Excellent written and verbal communication skills - fluency in Spanish or French is a plus
Ability to problem-solve with a variety of variables in situations where only limited standardization exists
Ability to work on multiple projects, prioritize projects based on importance, and meet stated deadlines
Strong organizational skills, highly detail-oriented, and accurate
Demonstrated experience in gathering and interpreting data and translating data into client deliverables
Passion for exceeding customers’ needs, both internal and external
Ambition, strong work ethic, and a positive attitude
Ability to understand multiple product and service offerings and provide quality Sales leads
Ability to thrive in a fast-paced environment during periods of high volume
Able to work assigned shift between 7AM and 6PM Central Time
Able to work in excess of 8 hours per day if necessary on a periodic basis to complete responsibilities
Solid knowledge of all MS Office products
Equal Opportunity Employer