Customer Service Specialist II
About The Position
The Customer Service Specialist II handles incoming customer calls and fulfills customer needs to ensure satisfaction. Calls are predominantly routine but may require deviations from standard screens, scripts, and procedures. The role may also respond to email inquiries. While outstanding customer service is the primary focus, the specialist may have opportunities to sell or promote products and services. The position processes new orders, tracks open orders for timely completion, checks pricing and availability, and reviews and troubleshoots customer issues. It initiates standard actions for repair, replacement, returns, or field service in accordance with customer service policies. The specialist uses computerized systems for tracking, information gathering, and troubleshooting. They may support lower-level staff with non-standard cases that require individual judgment and refer highly unusual situations to higher authority. The role may also assess needs and suggest or promote alternative products or services. This is a 100% onsite role based in West Columbia, South Carolina. It is a salaried non-exempt position, with overtime pay for hours worked beyond 40 per week (or as otherwise required by state law). The starting salary range is $38,000–$49,350 annually, and employees are eligible for a bonus under the applicable company plan.
Requirements
- High school diploma or an equivalent combination of education and experience.
- At least 2 years of related experience.
- Excellent written and verbal communication skills, including effective listening skills.
- Ability to learn and understand technical terminology.
- Ability to work in a fast-paced, goal-oriented environment.
- Ability to handle multiple tasks while staying organized and focused on details.
- General knowledge of the organization and thorough knowledge of company products and services.
- Ability to navigate a computerized data-entry system or other relevant applications.
Nice To Haves
- Bachelor's degree or equivalent.
Responsibilities
- Handle incoming customer calls and fulfill customer needs to ensure satisfaction.
- Respond to customer email inquiries as needed.
- Process new orders based on customer requests.
- Track open orders to ensure they are completed promptly.
- Check pricing and verify product availability.
- Review and troubleshoot customer problems, initiating standard actions for repair, replacement, return, or field service according to customer service policies.
- Use computerized systems for tracking, information gathering, and troubleshooting.
- Support lower-level staff on non-standard cases where policies and practices are not formalized or documented and individual case determination may be needed.
- Refer highly unusual situations to higher authority for review and reconciliation.
- Assess customer needs and suggest or promote alternative products or services when appropriate.
Benefits
- Tuition reimbursement
- Medical insurance
- Dental insurance
- Vision insurance
- Prescription drug coverage
- 401(k) retirement plan
- Short-term disability insurance
- Eight weeks of paid birthing leave
- Two weeks of paid bonding leave
- Life insurance
- Long-term disability insurance
- Up to 12 days of paid time off per year, depending on hire date and eligibility
- Up to two paid well-being days per year, depending on hire date and eligibility
- Up to one paid volunteer day per year, depending on hire date and eligibility
- Up to 14 paid holidays per year, depending on hire date and eligibility
- Up to one floating holiday per year, depending on hire date and eligibility
- Eligibility for a bonus under the applicable company plan
- Overtime pay when working more than 40 hours in a week, or as otherwise required by state law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
