CUSTOMER SUPPORT SPECIALIST (48662)

City Electric Supply • Dallas, TX

37d • Onsite

About The Position

City Electric Supply (CES) is seeking an individual with a Customer.First.Always mindset to join our CES Online Team. This role requires electrical product knowledge and experience within the electrical wholesaler industry. The Customer Support Specialist will serve as the primary point of contact for CES branches and customers, providing product information, answering inquiries, coordinating customer and order-related needs, and resolving issues while delivering outstanding customer service. This position demands more than traditional customer service, requiring the ability to research and resolve complex customer issues. The ideal candidate is detail-oriented, resourceful, and enjoys investigating issues to understand root causes and determine optimal solutions. Responsibilities may include coordinating shipments and returns, liaising with carriers, preparing shipping documentation, providing freight quotes, processing credits and returns, tracking claims, and researching customer issues using internal systems and available resources. This position supports the CES Online division and is based at the headquarters' office in downtown Dallas, TX.

Requirements

• High school diploma or equivalent.
• 3 to 5 years' experience within a customer service support atmosphere.
• Background in the electrical field and product knowledge required.
• Knowledge of customer service principles and practices.
• Proficient in relevant computer applications.
• Excellent interpersonal, verbal, and written communication skills.
• Excellent listening skills and the ability to ask probing questions and understand concerns.
• Customer/Client Focus.
• Strong problem analysis and problem-solving skills.
• Strong investigative and research skills with the ability to follow an issue through to resolution.
• Strong attention to detail and accuracy.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.
• Able to learn and navigate new software with good data entry and typing skills and strong attention to detail.
• Ability to work effectively with multiple internal and external stakeholders, including branches, customers, carriers, and other service providers.
• Teamwork.
• Stress tolerance.
• Resilient.
• Resourceful and persistent when researching issues that may require information from multiple systems or sources.

Responsibilities

• Provide customers with product and service information.
• Research required information using available resources and internal systems.
• Manage and resolve customer complaints and complex customer issues.
• Investigate customer and order issues by gathering information, identifying the root cause, and determining appropriate solutions.
• Coordinate shipments, deliveries, and returns as needed.
• Work with carriers to resolve shipping and delivery issues.
• Prepare and provide required shipping documentation.
• Provide freight quotes when needed.
• Process customer credits and returns in accordance with established procedures.
• Track and follow up on shipping and customer claims through resolution.
• Communicate with CES branches, customers, carriers, and internal teams to resolve issues and ensure a positive customer experience.
• Receive inbound calls, chats, and respond to emails.
• Route calls to appropriate resources.
• Place outbound follow-up calls where necessary.
• Work with customers via online chat.
• Help customers navigate their account status for payment, password reset, etc.
• Document all call and customer interaction information according to standard operating procedures.
• Develop and maintain positive relationships with customers, coworkers, and supervisors.
• Perform other duties and/or projects as assigned.

Benefits

• Medical, Dental, Vision Insurance.
• 401(k) company match program.
• Telehealth.
• Short-term and Long-term disability insurance.
• Basic and AD&D Life Insurance paid for by the company.
• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance.
• Employee Assistance Program.
• Mental, physical, financial wellness.
• Auto and Home Insurance discount.
• Paid Time Off and 7 paid Holidays.
• Paid Pregnancy, Parental, and Adoption Leave programs.
• Employee Discount Program.
• Training Programs.
• Internal growth opportunities in a fast-growing company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED