Customer Support Representative

National Checking Company • Centennial, CO

7d • $50,000 - $55,000 • Hybrid

About The Position

Always Food Safe is seeking a full-time Customer Support Representative to respond to customer inquiries and assist with sales support. This team-focused role requires effective communication with internal team members and relationship-building with customers, third-party vendors, and other organizations. The position is based in Centennial, Colorado, with on-site training and a hybrid arrangement. The schedule is 40 hours per week, Monday through Friday, as arranged with the Manager. The role reports to the Customer Support Team Lead.

The representative handles customer communications across phone, email, and live chat, assists with orders and sales, troubleshoots customer issues, and maintains related records. They also support projects assigned by the manager, such as document translation and accreditation projects. Success involves resolving customer issues efficiently, documenting and escalating technical problems with relevant details, identifying recurring issues and process improvements, and building product knowledge and independence.

Requirements

• Two years of experience in customer service supporting digital products.
• Exceptionally effective listening, communication, and collaboration skills.
• Experience with CRM systems and other digital tools, and ability to learn new software quickly.
• Proficiency in Microsoft Word, Excel, Outlook, and Teams.
• Strong multitasking and prioritization skills.
• Self-motivated and comfortable working with little supervision.
• Willingness to consultatively sell and provide value-added solutions.
• Receptive to constructive feedback and committed to continued learning.
• Comfort working across departments and with external partners.
• Ability to investigate unfamiliar technical issues, identify potential causes, and determine appropriate next steps or escalation paths.
• Ability to connect information across systems and processes to understand issues involving LMS, online proctoring, ecommerce, or third-party integrations.
• Sound judgment in assessing urgency, recognizing limitations, and deciding when to resolve issues independently or involve another team.

Nice To Haves

• Two-year associate degree in communications, business, or a related field.
• Salesforce experience.
• Fluency in English and Spanish.

Responsibilities

• Answer calls, assist with order placement, and resolve customer queries promptly in accordance with company standards and service-quality expectations.
• Troubleshoot customer issues by asking questions to identify and understand the problem.
• Complete and update records and logs related to the position.
• Guide customers through product and service offerings, including explaining promotions and advertisements.
• Analyze customer requirements and recommend suitable products, plans, or services.
• Facilitate sales of products and services according to customer needs.
• Track potential customers by entering data into Salesforce.
• Email potential business accounts as requested.
• Manage communications across phone using Vonage, email using Salesforce Cases, live chat using Salesforce Omni-Channel, and Microsoft Teams.
• Collaborate and build virtual relationships with external customer service and sales representatives, third-party vendors, and organizations in similar industries.
• Assist with manager-assigned projects, including document translation and accreditation projects.
• Document and escalate technical issues with relevant details for investigation and resolution.
• Identify recurring customer problems and support-process improvement opportunities, and communicate them to appropriate teams.

Benefits

• Health insurance, including medical, dental, and vision coverage.
• Life insurance.
• Disability insurance.
• 401(k) with employer match.
• Paid time off (PTO).
• Annual bonus with a 5% target of earned base salary, based on individual, team, and company performance.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed