Job Type: Temp to hire
Title: Customer Support Specialist
Schedule: M-F 11:30am – 8pm – HYBRID, 2 days in office
Location: 303 Wyman Street, Suite 295, Waltham, Massachusetts 02451
Pay: $22-25/hr, depending on experience
Summary:
Seeking a dedicated individual who is passionate about helping customers and can thrive in a fast-paced environment. In this role, you will serve as the first point of contact for customers, providing exceptional service by addressing inquiries, resolving issues, and offering helpful information about our products and services. Playing a vital role in ensuring customer satisfaction by delivering prompt, professional, and friendly support.
Responsibilities:
- Enhance customer engagement through dynamic, high-volume omnichannel communication, including phone, chat, and email.
- Address inquiries with enthusiasm and professionalism to ensure a positive customer experience.
- Research and resolve customer concerns, including transaction issues, technical troubleshooting, and other service-related questions.
- Accurately log and document interactions, keeping detailed records of customer inquiries.
- De-escalate challenging situations with patience and problem-solving skills, ensuring a positive outcome.
- Consistently meet department service level agreements (SLAs) and performance expectations by handling customer inquiries efficiently, maintaining quality standards, and ensuring prompt issue resolution.
- Take on additional responsibilities as needed to support the team and improve the customer experience.
Required Skills/Abilities:
- Strong communication skills, both verbal and written, so you can connect with customers and colleagues effortlessly.
- The ability to thrive in a fast-paced, multitasking environment while staying focused and organized.
- Proficiency with Microsoft Office Suite, telephony systems and comfort learning new systems.
Qualifications:
- A minimum of 3 years of comparable experience, preferably in a call center environment
- High School diploma or equivalent required
- Associate’s degree preferred
- Bilingual in English and Spanish required
How to apply.
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