Customer Support Specialist Lead

Customer Support Specialist Lead

JOB DESCRIPTION

The has a key role for the growth and future of Image Pointe. In addition to the standard role of a CSS, the Lead is an integral part of ensuring team KPI’s and goals are met through successful leadership, training, communication and motivation.

Providing a positive, streamlined ordering experience with timely responses to Image Pointe House Accounts and International Accounts is a priority. Image Pointe is known for providing excellent customer service, rapid response, and keen attention to detail in meeting the needs of our customers. Successful applicants will be fast learners with a track record of success in a customer service/or purchasing role, managing detailed and complex order processes over time, and consistently pursuing and achieving personal and professional goals.

Regular cross-departmental as well as cross-company communication is required. The ideal candidate acknowledges and understands the importance of processes and can continually work to make improvements to them. This role is responsible for helping to manage customer requests including quotes, order entry, purchase orders, order tracking, etc. In addition, will work to achieve annual goals and ongoing KPI’s relating to high-level responsiveness, minimal customer service issues and HubSpot utilization.

House Accounts Definition:

An account that is classified by sales volume that is less than our average account volume over the span of 2 years. Although we want to provide top-level service to all of our clients, those that fall in this range of sales will not require frequent follow-up and account care after they make a purchase. An account can be elevated to a Sales Associate for further account management if they exceed this threshold or it is determined there is opportunity for more growth.

International Account Definition:

An international level account is typically defined as the headquarters of a union organization. Most are in the DC area, however there are some in other areas of the country. These accounts do require account management by a salesperson but greatly benefit from team-based assistance for fast responses, industry knowledge, vendor partnerships, etc. to keep us ahead of the competition.

JOB RESPONSIBILITIES

• Act as key person for inter-departmental communication within the company and within the team itself by participating in weekly departmental meetings, providing ideas and feedback to enhance service and achieve company goals. Keep on-track with departmental goals.

• Work with department lead and manager to make recommendations to continuously improve processes, policies and procedures for the department.

• Ensuring efficient workflow by assignment and monitoring of department tasks.

• Process requests, including order entry, purchase orders, art requests, quotes and approvals.

• Assist with researching customer service issues with our manufacturing partners.

• Communicate production updates when necessary, with the customer, Account Manager or relevant departments which requires strong, clear communication with external vendors as well as internal teams.

• Customer service: Provide excellent, best-in-class customer service. Successful Customer Support Specialists will see customer experience scores above 4.5 (on a 5-point scale).

• Responsiveness: Respond to sales inquiries in a rapid manner. Successful Customer Support Specialists will respond to all inquiries from customers in 24 hours or less.

• Maintain an accurate customer database in HubSpot, including clear and consistent documentation on customer communication. Deal creation and closure are necessary for all orders and quotes.

· Work effectively within the team to establish a spirit of mutual support and camaraderie.

· Other duties as assigned.

Effective candidates will excel in:

· Organization skills – Strong task-orientation, strong ability to organize work to ensure streamlined operations.

· Problem-solving skills – Critical thinking to identify root causes behind problems, ability to understand and handle complexity while recommending the simplest path forward.

· Optimism – Optimistic attitude and demonstrated ability to be a team player.

· Communication – Ability to effectively communicate across departments to accomplish company goals.

· Goal-orientation – Strong drive to excel and achieve goals, self-motivated and responsible.

· Customer Experience – Continuously providing positive and helpful interactions that address customer needs.

· Team Player - Able to work well with a variety of people and situations. Able to balance personal needs with the needs of others and overall goals of the company.

· Adaptability & Creativity – Must be able to work in a fast-paced environment of continuous change and challenge. Willing to suggest and try new ways of doing things.

· Optimism - Optimistic attitude, encouraging towards self and others.

· Value-driven - Committed to living out IP values daily, helping us to create the culture we strive for and to achieve our mission.

QUALIFICATIONS

· Associate or Bachelor’s Degree or three to five years of relevant work experience.

· Has displayed strong leadership, engagement and customer service skills in previous roles

· Ability to think critically, foresee potential challenges and planning as such.

· Exemplary in living out Image Pointe values and culture each day.

· Reliable and punctual.

· Ability to thrive in fast-paced environment.

· Strong work ethic, including team and goal orientation.

· Self-motivated, positive attitude, willingness to learn and encourage others.

· Good working knowledge of Microsoft Office suite including Excel, Word, and Outlook.

· Proficient with computers and software. Ability to quickly learn new software packages, including ERP and CRM systems.

• Must be able to work extended hours as needed.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Work Location: In person

Salary : $18 - $21