What are the responsibilities and job description for the Customer Support Specialist position at Air Compressor Services?
Location
In-Office
About the Role
Tired of the corporate grind where customers are just case numbers and employees feel like background noise? Yeah, we were too. That’s why Air Compressor Services exists—to break the mold. We're a high-performance crew that actually cares—about our customers and our team.
We’re looking for a Customer Support Specialist who can juggle phone calls, emails, and chats like a pro—and still make people feel like they’re talking to a real human, not a robot reading a script. You’ll be the go-to for helping customers find the right parts, solving problems quickly, and making sure every order, return, and case is handled with accuracy and care.
You’ll work from our world headquarters in Greenville, SC (yes, with other friendly humans), use Salesforce and NetSuite to keep things running smoothly, and play a key part in keeping our customer experience top-tier. If you’ve got people skills, a sharp mind, and zero patience for red tape or corporate fluff, this just might be your kind of place.
Key Responsibilities
Customer Interaction & Support
- Respond to customer inquiries via phone, email, or chat, offering expert guidance on air compressor products, services, and technical specifications.
- Recommend appropriate compressors, parts, and accessories based on customer needs.
- Process customer orders, including product selection, payment processing, and delivery coordination.
- Handle warranty claims, returns, exchanges, and replacements for defective products.
Customer Satisfaction & Issue Resolution
- Address customer complaints with professionalism, resolving issues efficiently and to the customer’s satisfaction.
- Follow up with customers to ensure satisfaction post-resolution, and document feedback for future improvement.
- Proactively engage with customers to foster long-term relationships and drive customer loyalty.
Knowledge Management & Training
- Educate customers on the safe use, installation, and troubleshooting of air compressors.
- Stay current with product updates, features, and technological advancements to provide accurate and helpful support.
- Share valuable customer feedback and insights with internal teams to enhance service and product offerings.
Collaboration & Record Keeping
- Work closely with sales, technical, and warehouse teams to resolve customer concerns efficiently.
- Maintain detailed, accurate records of customer interactions, including issues, resolutions, and follow-up actions.
- Communicate customer feedback to relevant teams (sales, marketing, product development) for continuous improvement.
Qualifications
- Previous experience in customer support or a related field, preferably in a technical or product-based environment.
- Strong communication skills, both written and verbal.
- Ability to manage multiple tasks efficiently in a fast-paced environment.
- Proficiency with Salesforce and NetSuite (or similar CRM and ERP systems) is a plus.
- Excellent problem-solving skills and a customer-focused mindset.
- Ability to work effectively as part of a team and independently.
