Specialist Customer Support

Job Overview

We are seeking a dedicated and detail-oriented Customer Support Specialist to join our esteemed Customer Care Department. This pivotal role is designed for those who are passionate about delivering superior service to our clients and parking customers. As a Customer Support Specialist, you will manage a diverse array of customer inquiries and account management responsibilities, playing an essential part in ensuring our clients’ satisfaction in a dynamic and fast-paced environment.

Key Responsibilities

• Address customer inquiries regarding service offerings, account statuses, rates, and payments with precision and clarity.
• Handle incoming communications professionally, ensuring a friendly and supportive approach.
• Oversee the inbound call queue and manage time effectively during your shifts.
• Lead the call center team, guaranteeing prompt and professional responses to all customer interactions.
• Achieve targets related to inbound workload, including calls, emails, and applications.
• Maintain and update customer information while assisting with account modifications and billing queries.
• Develop a comprehensive understanding of all services and programs within our portfolio.
• Utilize internal systems to manage customer interactions efficiently.
• Support monthly billing processes to ensure accuracy and expedite service delivery.
• Regularly report on daily activities and customer interactions to maintain transparency and accountability.
• Conduct outbound collections as required through various communication channels.
• Strive to attain high-quality customer satisfaction scores across all interaction mediums.
• Foster robust relationships with cross-functional teams to elevate service quality.
• Uphold the company’s core values of Remarkable Customer Service, Unwavering Accountability, High Integrity, Continuous Improvement, and Community Development.
• Stay informed on departmental policies and procedures to optimize customer support.
• Communicate effectively to resolve inquiries, aiming to do so within a single interaction whenever feasible.
• Follow established escalation and appeasement protocols to ensure customer satisfaction.
• Address complex billing issues with professionalism and accuracy.
• Adapt to business needs by maintaining a flexible work schedule, which may include weekends.
• Proactively adjust to shifting priorities and work demands daily.
  
  

Required Skills

• Exceptional written and verbal communication abilities.
• Proven experience in managing customer inquiries with professionalism.
• Proficient in Microsoft Office Suite and various call center technologies.
• Familiarity with CRM systems and outbound collection efforts.
• Flexibility to adapt to evolving priorities and tasks.
  
  

Qualifications

• An Associate Degree or 3-5 years of relevant customer service or call center experience.
• A minimum of 2-4 years of experience in inbound customer contact is required.
• Previous leadership or team management experience is preferred.
• Awareness of remote customer service SLAs is advantageous.
  
  

Career Growth Opportunities

This role presents valuable opportunities for professional growth through continuous training and exposure to various customer service technologies. Regular performance reviews will allow you to track your progress in alignment with company objectives.

Company Culture and Values

Our organization prides itself on maintaining a culture centered around integrity, accountability, and customer excellence. We actively promote a supportive work environment where all team members can thrive and contribute to community development.

Employment Type: Full-Time