Customer Service Support Specialist

Florida Realtors•Orlando, FL

2d•$18•Hybrid

About The Position

We seek a customer service support specialist to serve in a tech-oriented call center environment as a key value-adding contact for our members and customers who use our proprietary Forms Simplicity product. Our Forms Simplicity Support Specialist is responsible with accurately answering questions posed by REALTOR members, clients, and staff about the Forms Simplicity product. This role is integral in providing a key member benefit – technology customer support. This role, while being in a tech-oriented call center, requires strong customer service skills for success in this position (vs tech skills). Frequent problem resolution while maintaining excellent customer service standards is paramount to being successful in this role. The Forms Simplicity Support Specialist is a nonexempt, hourly, full time role, and will be scheduled a fixed 40 hour work schedule. While our Tech Helpline operates 7 days per week, this Forms Simplicity Support Specialist role predominantly will be scheduled weekday daytime shifts.

Requirements

High School Diploma or equivalent.
2+ years of Customer Service experience with proven ability to support and work with product users under challenging conditions.
Ability to handle high stress periods while maintaining efficiency.
Ability to work flexible hours including weekends.
Must be able to adapt to the changing needs of a call center.
Have basic experience in minicomputer and micro computer operations, and troubleshooting skills.
Have experience with computer business applications, including familiarity with:
Operating Systems: all current versions of Windows, Android, Mac OS, and iOS.
Internet: All main browsers across differing OSs, and major web design software.
Electronics: All smartphones, digital cameras, and other major devices.
Proven experience with modern office programs, such as Microsoft Office Suite including Publisher, Zoom, and Adobe Acrobat
Have proven ability for organization, achieving goals, and completing assignments.
Be proficient in both oral and written communication skills.

Responsibilities

Deliver an exceptional customer experience by providing friendly, accurate, and efficient product support.
Serve as a knowledgeable resource for Form Simplicity users, demonstrating professionalism and empathy in every interaction.
Collaborate with team members and management to identify recurring issues, enhance service quality, and improve the user experience.
Respond to Form Simplicity-related inquiries via phone, chat, and email, ensuring accurate, courteous, and timely support.
Conduct research and gather information to resolve user issues or escalate complex matters when necessary.
Document all member interactions, issues, and resolutions in the designated database or ticketing system.
Draft clear and professional correspondence to users as needed.
Identify patterns or trends in member feedback and communicate them to supervisors for product or process improvement.
Assist with testing, quality assurance, and product enhancement initiatives as directed.
Use remote assistance tools when appropriate to effectively troubleshoot and guide users.
Support departmental priorities and complete assignments and special projects as assigned by management.
Maintain a positive and professional liaison between Florida Realtors and its members, customers, and vendors.
Demonstrate a passion for customer care and uphold the association’s commitment to service excellence.

Benefits

Rewarding 401k plan with 6% company match, fully vested
Free medical insurance for you as an employee
Availability of dental, vision, FSA, disability coverage, company-paid life insurance, EAP, and more
Hybrid and flexible work environment
Generous paid vacation days and sick days, and 9 company holidays
Vacation buy-back plan
Possible $5000 grant on the purchase of your first home

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