Customer Support Specialist.

Job Description

Job Title: Customer Support Specialist
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We are looking for a proactive and customer-focused Customer Support Specialist to manage customer interactions, resolve issues, and ensure a high-quality customer experience.

In this role, you will handle case management, customer communication, billing support, and cross-team coordination. You will act as the main point of contact for customers, ensuring their concerns are addressed quickly and effectively.

The ideal candidate is detail-oriented, responsive, and thrives in a fast-paced environment where customer satisfaction is the top priority.

Responsibilities

Case Management & Documentation

• Create and manage cases in Salesforce for every customer interaction.
• Maintain accurate and detailed records of issues, updates, and resolutions.
• Ensure all customer interactions are properly documented and tracked.

Triage & Prioritization

• Assess the urgency of incoming customer requests and prioritize accordingly.
• Assign and track case ownership to ensure timely resolution.
• Monitor open cases and ensure steady progress toward closure.

Customer Communication

• Provide proactive updates to customers within 24 hours or less.
• Communicate clearly and professionally across phone, email, and other channels.
• Ensure customers remain informed throughout the resolution process.

Internal Collaboration

• Work closely with service, installation, and receivables teams to resolve issues.
• Coordinate across departments to ensure timely and accurate solutions.
• Escalate issues when necessary to ensure quick resolution.

Billing Support

• Handle billing and invoice-related inquiries from customers.
• Encourage customers to enroll in auto-billing where appropriate.
• Support follow-ups on past-due accounts in coordination with the receivables team.

Problem Solving & Process Improvement

• Investigate recurring issues and identify root causes.
• Document findings and suggest improvements to processes.
• Contribute to improving overall customer experience and efficiency.

Customer Satisfaction

• Confirm customer satisfaction before closing cases.
• Encourage satisfied customers to leave reviews.
• Ensure a positive and professional customer experience at all times.

What Makes You a Perfect Fit

• You are customer-focused and committed to delivering excellent service.
• You are highly organized and detail-oriented in managing multiple cases.
• You communicate clearly and professionally with customers.
• You can handle challenging situations with empathy and urgency.
• You thrive in a fast-paced, team-oriented environment.

Required Experience & Skills (Minimum)

• Minimum 2 years of experience in customer service or customer success roles.
• Experience working with Salesforce or similar CRM systems.
• Strong experience in case management and customer issue resolution.
• Excellent verbal and written English communication skills.
• Strong problem-solving and analytical abilities.
• High attention to detail and accuracy in documentation.
• Ability to multitask and manage multiple customer cases simultaneously.
• Familiarity with billing support or receivables processes.

What Does a Typical Day Look Like?

A Customer Support Specialist’s day focuses on managing customer cases and ensuring timely resolution of issues.

You will review and prioritize incoming requests, update customers on their cases, collaborate with internal teams to resolve issues, handle billing inquiries, and maintain accurate CRM records.

In essence: you ensure every customer issue is handled efficiently while delivering a smooth and positive experience.

Key Metrics for Success (KPIs)

• Case resolution time and response time.
• Customer satisfaction and feedback.
• Accuracy and completeness of CRM records.
• Consistency in customer communication and follow-ups.
• Reduction in recurring issues through effective problem-solving.

Interview Process

• Initial Phone Screen
• Video Interview with Recruiter
• Client Interview
• Offer & Onboarding