Customer Support Representative
About The Position
This is a full-time, entry-level customer service position in a fast-paced environment. In this role, you will support clients through phone and email communication, perform light troubleshooting and diagnosis, and complete accurate data entry to ensure an exceptional customer experience at every interaction. Strong written and verbal communication skills, attention to detail, and a customer-focused mindset are essential for success in this role. This position follows a consistent Monday to Friday schedule, with working hours from 11:00 AM to 8:00 PM EST. In addition, team members are required to complete four (4) hours of paid overtime one Saturday per month.
Requirements
- Strong understanding of Microsoft excel and other MS Office tools, CRM and ticketing tools
- Excellent interpersonal, verbal, and written communication skills
- Superior analytical and organizational skills with attention to detail
- Ability to work in a fast-paced and rapidly changing environment
- Outgoing, enthusiastic and self-motivated
- High level of tact, diplomacy and negotiation skills required
Responsibilities
- Review the platform for pre-existing accounts
- Compose email to client/vendor requesting all necessary information needed to resolve the case
- Work within the platform to create incoming data record.
- Work with vendors as needed to complete data channel
- Verify incoming data is present within FTP
- Review FTP file for correct formatting and data
- Provide updates to the client including all pertinent information
- Follow up on existing cases at a minimum of once per day to drive the case forward (follow up includes outbound phone calls and emails to all necessary parties)
- Verify that the FTP file contains accurate information
- Review dealer's website data
- Work with client/vendors as needed to rectify incorrect information provided
- Follow up on existing cases at a minimum of once per day
- Follow up includes outbound phone calls and emails to all necessary parties
- Communicate with client at a minimum of once per day with all relevant information
- Review incoming data against dealer websites for accuracy
- Work with client/vendors as needed to rectify incorrect information provided
- Follow up on existing cases at a minimum of once per day
- Follow up includes outbound phone calls and emails to all necessary parties
- Work within the platform to update existing records as needed.
- Receiving inbound phone calls from clients/vendors
- Identify what action needs to be taken
- Document all necessary information
- Provide updates and resolution
- Making outbound phone calls to clients/vendors
- Communicate reasoning for call
- Document all necessary information
- Review cases from clients/vendors
- Diagnose various issues within the platform
- Resolve issues in a timely manner
- Communicate with client/vendor at a minimum of once per day with all relevant information
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
