What are the responsibilities and job description for the Customer Service Specialist position at Goodhouse?
Job Description
Job Description
About Us :
Goodhouse specializes in providing a wide variety of high quality home care services. As part of our commitment to exceptional customer service, we are building a dedicated customer support center to handle inquiries, ticket distribution, and support billing and payment processes for our landscaping division - Rooted. We are seeking an enthusiastic and detail-oriented Customer Support Specialist to join our team and provide outstanding service to our clients.
Job Summary :
The Customer Support Specialist will work closely with the Customer Support Service Center Manager to handle customer inquiries, manage ticket distribution, and assist with follow-ups on billing and payment-related matters. This entry-level role offers an excellent opportunity to develop skills in customer service, communication, and operations within a supportive team environment.
Key Responsibilities
Customer Service :
Respond to customer inquiries via phone, email, and chat in a professional, polite, and timely manner.
Provide accurate information about services, resolve questions, and escalate complex issues as needed.
Manage and prioritize customer tickets to ensure all inquiries are addressed within service level agreements (SLAs).
Ticketing and Documentation :
Create, update, and close tickets in the ticketing system, ensuring accurate and thorough documentation of all interactions.
Track and follow up on unresolved tickets to ensure timely resolution.
Billing and Payment Support :
Assist in verifying billing and payment details with customers, ensuring accuracy and clarity.
Follow up on outstanding invoices and payments, maintaining professional and respectful communication.
Support the team in processing account updates and resolving discrepancies.
Collaboration :
Work closely with the Customer Service Center Manager and other team members to share updates, identify issues, and improve processes.
Provide feedback on recurring customer concerns to help refine service procedures.
Operational Support :
Gain familiarity with customer support platforms and systems, becoming proficient in their use.
Contribute to maintaining an organized and efficient support center by adhering to team protocols.
Qualifications
High school diploma or equivalent required; some college coursework or degree preferred.
Strong communication skills, both written and verbal, with a customer-focused attitude.
Excellent organizational and time-management skills.
Basic understanding of billing, invoicing, or collections is a plus, but not required.
Proficiency with common software tools such as Microsoft Office; experience with CRM or ticketing systems is a bonus.
Problem-solving mindset with the ability to handle multiple tasks in a fast-paced environment.
Positive attitude and eagerness to learn and contribute to the team's success.
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