Customer Support Specialist

Purpose

The Customer Support Specialist advances the SideAway customer experience by solving client issues proactively & providing professional support.

Responsibilities

• General customer service and customer relationship management
• Reporting and analyzing new customer support ticketing
• Assist with disputes
• Conduct periodic audits as required and address potential issues
• Maintain customer account relationships by providing the highest level of service through order placement, timely follow up of service requests, post-sale procedures and maintaining a positive and friendly attitude.
• Answer inbound telephone calls, emails and various inquiries
• Promptly and courteously respond to customer inquiries and requests.
• Develop knowledge of the products and services offered by the company
• Collect data to improve and respond to relevant customer care performance metrics
• Review weekly competitor reports and other marketplaces reviews and update both website, and mobile application with new information

Requirements

• Exceptional writing, verbal, and listening skills
• Adaptability to changes in workload, systems, and processes
• Positive attitude that is reflected in all interactions
• Recognizes opportunities for improvement and can manage issues upward
• Attention to detail
• Motivated and innovative mindset
• Proactive communicator
• Ability to work without supervision, at times
• Outstanding ability to identify & resolve problems by thinking creatively & strategically
• Ability to work in a dynamic, fast-paced environment
• Excellent analytical, organizational, project management and time management skills
• Great sense of humor and willingness to have fun

Qualifications

• MS Office knowledge
• Bachelor's Degree required, Master's degree preferred
• Experience interacting with customers over the phone & via email
• Minor project outreach
• At least 5 or more years of customer service experience or a related field
• Excellent organizational skills with the ability to multi-task, and remain detail oriented
• CRM experience
• Must have a LinkedIn profile