Customer Support Specialist I

Swanson Health•Fargo, ND

12h•Onsite

About The Position

The primary function of this in-house position is to process customer orders and inquiries, assist other Customer Support agents with their workflow—all while delivering exceptional customer service in a timely and professional manner.

Requirements

Ability to understand, read, and speak English proficiently.
Excellent communication and customer service skills.
Proficient computer skills, including knowledge of applicable software, internet use, and email communication best practices.
Ability to make quick, accurate, and appropriate decisions in a fast-paced environment.
Demonstrated reliability through prompt and consistent attendance.
Maintain standard for orders keyed per hour with less than a 1% error rate.
Strong understanding of online communication concepts, practices, and procedures.
Commitment to ongoing learning with the ability to develop and retain product knowledge.
High School Diploma or GED equivalent.

Nice To Haves

One year of customer care experience preferred.

Responsibilities

Respond to customer inquiries regarding products, services, order status, product concerns, and quality-related matters via phone, email, and written correspondence, ensuring clear and professional communication.
Review and prioritize all open order status issues, ensuring timely processing and shipment.
Maintain and manage open orders across departments, addressing delays and identifying process improvements where needed.
Process or assist with mail/fax orders, including opening, stamping, batching, and processing all forms of payment such as checks, credit cards, cash, and money orders.
Monitor backorder and discontinued product statuses.
Partner with the appropriate teams to ensure impacted orders are handled and updated in a timely manner.
Monitor and follow up on domestic claims and shipping “exceptions” with carriers and customers.
Process credit card and check refunds promptly and accurately.
Provide outbound communication to customers regarding order processing updates, shipping timelines, and resolution of concerns.
Maintain updated knowledge of products, policies, procedures, and current industry standards to support exceptional service delivery.
Demonstrate consistent, reliable attendance and be available for required overtime based on business needs.
Maintain a positive, professional working relationship with peers, leadership, and support teams, fostering a collaborative and customer-focused environment.
Represent SHP in a professional and respectful manner in all interactions with customers and the community.