Customer Support Specialist (After Hours)

EquipmentShare • Columbia, MO

22h • Onsite

About The Position

EquipmentShare is seeking a Customer Support Specialist (After Hours) to join their team at the Corporate Headquarters in Columbia, MO. The company is on a mission to transform the construction industry through innovative technology, real-time support, and a dedicated team. The primary responsibility of this role is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers across multiple channels. This includes establishing and maintaining excellent working relationships with rental markets and facilitating support requests. As a primary customer-facing role, providing professional, exceptional, timely, and accurate service is critical. The ideal candidate must be bilingual.

Requirements

• Ability to read and comprehend basic/complex communication in written or verbal sources.
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling, and sentence structure.
• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional customer service and a positive customer experience.
• Strong organizational skills with attention to detail and accuracy.
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers.
• Excellent verbal and written communication skills.
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive.
• Ability to acquire new skills in a proficient manner.
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to be flexible - adapt to change in a positive manner.
• Ability to work quickly and think logically, especially under pressure.
• Ability to reason with difficult and/or upset customers in a courteous and professional manner.
• Self-starter and highly motivated with a strong, positive work ethic that contributes to the success of the department and company as a whole.
• Must possess a professional yet enthusiastic and friendly demeanor.
• Excellent phone handling, negotiating and active listening skills.
• High school diploma required.
• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment.
• Must be bilingual.

Nice To Haves

• College degree desired.

Responsibilities

• Perform job duties in accordance with EquipmentShare’s vision, mission, and values.
• Provide excellent customer service for EquipmentShare customers with clear answers to inquiries and appropriate referrals as needed.
• Respond to customer inquiries via telephone, chat, and email in an accurate, timely and professional manner, and within established quality and service standards.
• Perform administrative functions within core systems, such as password resets, entering rates, service requests, and call-off requests.
• Establish and maintain professional working relationships with internal and external customers and co-workers.
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
• Establish and maintain adequate knowledge of EquipmentShare products, service offerings, processes and core systems, and respond to customer and co-worker inquiries effectively and efficiently.
• Utilize appropriate resources to ensure work is completed accurately, efficiently and within established service standards.
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated state and federal laws and requirements at all times.
• Enhance construction industry and functional job knowledge through actively participating in learning and growth opportunities.
• Work collaboratively with co-workers to achieve departmental and company goals and standards.
• Perform other duties and responsibilities as assigned.

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Gym membership stipend + wellness programs (earn PTO and prizes!)
• Company events and food truck nights
• 16 hours of paid volunteer time per year — give back to the community you call home
• Career advancement, leadership training, and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees