Customer Support Specialist

The energy at our company is contagious. We’re driven by our immense passion, as we constantly seek out challenges and identify new opportunities. We work hard to connect with our customers and earn their loyalty for life. Bring your talent to our company – our opportunities for growth span the globe. We will give you the training and opportunities to unleash your ambition.

Summary Of Responsibilities

• Customer Ops Coordinator, our company Home will be responsible for handling backend process steps required for effective operations of our company Home customer and product care.
• They will also be required to support coordination efforts with external parties and customers, as needed.
• This position reports to the our company Customer Support Ops Lead.
  
  

Key Responsibilities

Submit & Track orders related to

• Repair parts
• Replacement units
• Supplementary parts
• Any other parts/ equipment/ unit for customer care
  
  

Submit and track service visit requests

• Create intake forms by coordinating with advisors
• Follow up with service party for timely visit and completion of request
• If needed, follow up with customer for any edge cases
• Support on status and escalation calls internally and with service partners
  
  

Track RMA

• Daily tracking and status updates on RMA to warranty and advisor teams
• Support reconciliation at month end for claims made with logistics, if required
• Follow up with customer on RMA as needed
• Support on status and escalation calls internally and with suppliers
  
  

Training & Process Improvements

• Train 3rd parties as required
• Create SOP’s
• Support creation of training materials based on experience
• Recommend and implement process improvement ideas
  
  

Required Skills / Experience / Education

• Evidence of safety-first attitude
• 3 years as operations/ supply chain/ warehousing coordinator, EV/ electrical equipment experience strongly preferred
• Minimum 1 year of experience in a call center/customer facing environment
• Proficiency in Microsoft Word, Outlook, Teams, PowerPoint, and Excel; and Salesforce
• The ability to balance competing priorities while maintaining effectiveness in a dynamic, often chaotic environment
• Sense of urgency and attention to detail
• Adept oral and written communication skills that involves understanding priorities; getting the message across; presenting information effectively; and communicating openly
• High level of interpersonal skills to work effectively with others
• Computer skills to develop, maintain, and analyze data
• Demonstrated ability to learn new technologies and processes, and adapt to change
• Ability to innovate, solve complex issues, and present new ideas
• Excellent time management skills – the ability to effectively and efficiently use your time to focus on the most impactful activities and challenge those that distract from the identified goal
• Responsive and understanding of business issues and data challenges in Aftersales and IT Systems
• High level of analytical ability where problems are unusual, difficult, or complex
• Ability to lead problem solving activities and manage resolution targets
• Associate/Trade degree in related space and or four years of equivalent experience (operations)
• Valid driver’s license
  
  

Job Responsibilities

• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• The main function of a Customer Support Specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• A typical Customer Support Specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed.
• Call center service agents may be inbound, outbound or a combination of both.
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  
  

Skills

Required Qualifications

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as MS Outlook or data entry software.
  
  

Education/Experience

• High school diploma or GED preferred.
• 2-4 years customer service related experience required.
  
  

Top 3 Must Have Skills

• Customer Service experience
• Time management
• Accuracy and attention to detail
  
  

Additional Info

At FastTek Global, Our Purpose is Our People and Our Planet . We come to work each day and are reminded we are helping people find their success stories . Also, Doing the right thing is our mantra . We act responsibly, give back to the communities we serve and have a little fun along the way.

We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years !

FastTek Global is financially strong, privately held company that is 100% consultant and client focused .

We've differentiated ourselves by being fast, flexible, creative and honest . Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.

Benefits

Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
  
  

Plus, we have a lucrative employee referral program and an employee recognition culture.

FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021 and 2022!

To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork

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