Customer Support Specialist

We are seeking a highly motivated and customer-focused Customer Support Specialist to join our dynamic team. This role is responsible for delivering exceptional service to our customers through inbound and outbound calls, emails and chat interactions.

Requirements

• Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat).
• Resolve customer inquiries with professionalism, empathy and efficiency, ensuring first-contact resolution whenever possible.
• Maintain accurate records of customer interactions and transactions using CRM systems.
• Meet or exceed performance metrics including call quality, response time, handle time and customer satisfaction.
• Collaborate with team members and leadership to identify process improvements and enhance the customer experience.
• Coordinate offsite services with local agencies in various markets as needed.
• Stay up to date on policies and procedures.
• A minimum of 2 years experience in a high-volume contact center within a metric-driven organization.
• Strong communication skills, both verbal and written.
• Exceptional ability to identify, analyze, and creatively solve problems
• Proven ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using contact center software, CRM systems and Microsoft Office Suite.

Benefits

• Competitive wage
• Comprehensive benefits package
• 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• Tuition reimbursement plan