Customer Support Representative serving customers with inquiries and orders in USA Sales channel. Collaborating with internal teams and providing exceptional service to ensure customer satisfaction.
About the role
- Customer Support Representative providing timely support for clients in aviation and marine markets. Engaging with customers, resolving inquiries, and ensuring exceptional service.
Responsibilities
- Establish a working relationship with our customers by communicating via mail, telephone, or personally.
- Serve as a primary contact to clients, merchants and customers providing timely, accurate and comprehensive responses and resolution to common questions.
- Illustrate initiative; proactively contact customers and merchants to address issues.
- Dedicated to actively engage in building rapport with internal and external parties.
- May be asked to perform administrative tasks.
- Route escalated requests and unresolved issues to the appropriate team members.
- De-escalate challenging customers, clients or merchants and provide exceptional customer support.
- Record customer interaction details, comments, and complaints within the CRM system.
- Required to meet or exceed department metrics, program Service Level Agreements and department Service Level Standards.
- Actively participate in learning sessions.
- Provide insight and feedback for client quarterly business reviews and collaborate with team and leadership to create action plans.
Requirements
- Minimum two years of customer support experience with heavy inbound call volume.
- Work schedule flexibility.
- Ability to skillfully manage challenging customer situations.
- Excellent listening skills.
- Coachable with ability to improve performance based on feedback.
- Proficient with Outlook, Word and Excel.
- Strong ability to work in a team and independent environment.
- Ability to consistently meet expectations in an ever-changing environment.
- Effective problem identification skills solution oriented.
- Professional written and verbal communication skills.
- Highly motivated and enthusiastic.
- Multiple languages a plus.
Benefits
- Competitive salary
- Generous paid time off
- Medical, dental, vision, FSA, Life/AD&D, long and short-term disability
- 401K matching
- Casual environment and dress
- Employee referral program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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