Specialist Customer Support

Job Overview

We are seeking a dedicated and proactive Customer Support Specialist to join our dynamic Customer Care Department. This pivotal role is responsible for delivering outstanding service to our clients and parking customers by addressing a diverse array of inquiries and managing account-related tasks. The ideal candidate will thrive in a fast-paced setting, showcasing exceptional communication abilities and a strong aptitude for swiftly resolving customer challenges. Flexibility in work hours, including weekends and holidays, is essential.

Key Responsibilities

• Address customer inquiries regarding service offerings, account statuses, payment rates, and more, ensuring clear and accurate communication.
• Manage a variety of incoming customer interactions with professionalism and courtesy.
• Oversee the inbound call queue while efficiently managing time on duty (TOD).
• Lead the call center team by guaranteeing timely and professional responses to all customer communications.
• Meet established targets for inbound work volume, encompassing calls, emails, applications, and additional customer contacts.
• Maintain and update customer information, assist with account adjustments, and handle billing inquiries.
• Acquire comprehensive knowledge of all services and programs within our portfolio.
• Utilize internal systems such as Zephire, TAD, ADP, eColonial.com, and PACS Outlook for managing customer interactions.
• Assist in the monthly billing and invoicing processes, ensuring accuracy and efficiency.
• Regularly report on daily activities and customer interactions.
• Conduct outbound collection efforts via phone, email, or physical mail as necessary.
• Strive to achieve high-quality customer satisfaction scores (QSR) across all contact mediums.
• Foster strong relationships with cross-functional departments to enhance overall service quality.
• Uphold the company's values and core standards: Remarkable Customer Service, Unwavering Accountability, High Integrity, Continuous Improvement, and Community Development.
• Stay informed of departmental policies and procedures to ensure effective customer support.
• Communicate effectively to resolve customer inquiries in a single interaction whenever possible.
• Follow escalation and appeasement procedures to guarantee customer satisfaction.
• Resolve complex billing issues with professionalism and precision.
• Maintain adaptability to shifting priorities and work requirements on a daily basis.
• Regularly review and acknowledge company policies and procedures as part of ongoing responsibilities.
  
  

Qualifications

• Associate Degree or 3-5 years of experience in customer service or call center environments.
• Strong verbal and written communication skills.
• 2-4 years of experience in handling inbound customer contact.
  
  

Preferred Qualifications

• Previous team lead or management experience is advantageous.
• Familiarity with call centers, CRM systems, and customer-facing roles is preferred.
• Proficient in Microsoft Office Suite and other basic call center technologies.
  
  

Career Growth Opportunities

This role offers significant potential for professional growth and development, supported by regular performance reviews and opportunities to take on added responsibilities within the team.

Company Culture and Values

Our organization is founded on principles of remarkable customer service, unwavering accountability, high integrity, continuous improvement, and community development. We value collaboration and encourage employees to foster strong interdepartmental relationships to enhance service quality.

Employment Type: Full-Time