What are the responsibilities and job description for the Customer Service Specialist position at Reynolds and Reynolds?
*In office position working Monday-Friday*
Shift Options: 4 days 8am-5pm and 1 day 10am-7pm or 3 days 8am-5pm, 1 day 9am-6pm and 1 day 10am-7pm
TSD Mobility Solutions, Inc., an affiliate of Reynolds and Reynolds, is looking for a Customer Service Specialist to join our growing team. As a Customer Service Specialist, you will be responsible for providing excellent customer service to our clients in all interactions supporting our software as a service (SaaS) product. This position will assist our customers by troubleshooting and resolving navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution. This role serves as a great stepping stone for associates who are looking to grow within our company as you have the ability to learn more about our industry. The Customer Service Specialist requires the ability to act as a mentor within the support team, sharing skills and knowledge with the department members to meet departmental goals, while handling mid to high volume calls and email support. You will act as the liaison between our customer base and development and other departments, including reporting enhancement requests and design issues as they arise.
Responsibilities will include, but are not limited to:
- Offer excellent customer service assisting our clients with our software-as-a-service products via phone and email.
- Leverage, develop and maintain a knowledgebase of problems and solutions to assist your teammates.
- Provide accurate documentation in our ticketing system on each customer interaction noting details in incident or request, customer contact information, and progress or resolution.
- Provide helpful, friendly support explaining application functionality, assisting customers to increase their own knowledge of our software.
- Troubleshoot and resolve navigation, software usage, and/or system and connectivity issues, escalating when necessary to ensure timely resolution.
Training:
- On the job
Requirements:
- College Degree preferred
- Must have 1 years of experience in customer service
- Experience troubleshooting and training customers on software products preferred
- Bilingual in Spanish preferred
- Proficient in MS Office products
- Excellent written and verbal communication skills
- Strong problem solving and follow-up abilities
Job Type: Full-time
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Shift:
- 8 hour shift
Ability to Relocate:
- Andover, MA: Relocate before starting work (Required)
Work Location: In person
Salary : $50,000 - $65,000
