What are the responsibilities and job description for the Customer Support Specialist position at MPW Industrial Services?
Administrative
Richmond Hill, GA
ID: PKSS9
Full-Time/Regular
Job Function
Serves customers by providing product and service information; quoting and processing new customer orders; resolving product and service problems.
Essential Functions
Manage incoming calls and emails, directing them to the appropriate department, and serving as the primary contact for customer inquiries related to scheduling, driver availability, and service updates.
Attract potential customers by answering product and service questions and suggesting relevant products and services.
Open and maintain customer accounts by recording and updating information across platforms.
Process new and change orders for clients, occasionally handling payments and invoicing.
Maintain Porta Kleen Daily Quality Defect Log, adding new entries and following up when appropriate.
Ensure excellent customer relations through follow-up contacts via phone, email, and other communication channels.
Coordinate with Regional Dispatch Coordinators to meet customer needs efficiently and provide updates regarding scheduling changes, expected service times, and unforeseen delays.
Assist in resolving customer complaints and escalations related to dispatch services.
Qualifications
Minimum of 1 year customer service or sales experience.
High School diploma or equivalent.
Must have strong computer skills; Microsoft Office, Excel, Power Point, Outlook, and Word. Proficient in Microsoft CRM or similar Customer Relationship Management Software.
Key Behaviors
Respect: We treat everyone in our diverse community, including clients, their families, and out staff with dignity.
Innovation: We believe that through innovation we will continue to provide the highest level of products and services for our customers.
Teamwork: We infuse and energize the organization, enhancing the lives of those we serve through the creative ideas and unique talents of each team member.
Excellence: We will deliver the best outcomes and highest quality service through the dedicated effort of every team member.
Stewardship: We sustain and reinvest in our mission and extended communities by wisely managing out human, natural, and material resources.
