Customer Support Specialist

The Suddath Companies • Jacksonville, FL

8d • Onsite

About The Position

We are seeking a highly motivated and customer-focused Customer Support Specialist to join our dynamic team. This role is responsible for delivering exceptional service to our customers through inbound and outbound calls, emails and chat interactions. The ideal candidate thrives in a high volume, fast-paced, metric-driven environment and is passionate about resolving customer inquiries efficiently and professionally.

Requirements

• A minimum of 2 years experience in a high-volume contact center within a metric-driven organization.
• Strong communication skills, both verbal and written.
• Exceptional ability to identify, analyze, and creatively solve problems
• Proven ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using contact center software, CRM systems and Microsoft Office Suite.
• High School diploma required; 2 years plus experience in relocation or closely related customer service industry required; highly customer service oriented; and/or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports.
• Ability to speak effectively before groups of customers or employees of organization.
• Excellent written and verbal communication skills.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Strong knowledge of Microsoft Office Suite, including MS Word, MS Excel and MS Outlook.
• The ability to learn and effectively use software applications such as Movers Suite and VMS and other applications used in the performance of job duties.
• Ability to prioritize and re-prioritize as situations and needs change throughout the workday
• Ability to multi-task and organize workflow to manage daily responsibilities, meet deadlines and prioritize work

Nice To Haves

• Military and/or transportation industries experience preferred.

Responsibilities

• Handle a high volume of inbound and outbound customer interactions across multiple channels (phone, email, chat).
• Resolve customer inquiries with professionalism, empathy and efficiency, ensuring first-contact resolution whenever possible.
• Maintain accurate records of customer interactions and transactions using CRM systems.
• Meet or exceed performance metrics including call quality, response time, handle time and customer satisfaction.
• Collaborate with team members and leadership to identify process improvements and enhance the customer experience.
• Coordinate offsite services with local agencies in various markets as needed.
• Stay up to date on policies and procedures.

Benefits

• A competitive wage with a comprehensive benefits package, including a 401(k) plan with company matching
• Weekly pay for hourly-paid employees. Biweekly pay for salaried employees.
• Paid Time Off (PTO) and paid company holidays
• A tuition reimbursement plan where employees are encouraged to continue their education and development

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED