Customer Support Specialist

A Family of Brands•Cincinnati, OH

1d•Onsite

About The Position

As a Customer Support Specialist, you will work with customer support concerns, including scheduling warranty appointments, ordering parts, and maintain customer records through the process of installation and service. This is an on-site position.

Requirements

High school diploma or GED equivalent
5 year’s customer support experience preferred
Experience in the home improvement industry a plus
Must be service-oriented team player with high a high energy level; capable of multi-tasking, self-direction and working well with others
Able to communicate clearly both verbal and written; customer service/multi-phone line experience helpful
Excellent work ethic, solid attendance record and attention to detail
Excellent written and oral communication skills including phone skills

Responsibilities

Answer incoming customer experience support concerns including promptly returning messages via phone, text and email
Make outbound calls to customers to provide updates on installation and service status
Schedule warranty appointments for the Service Department
Enter and maintain all customer records and job-related information into CRM Database
Provide work orders to Service Measure Tech daily
Audit orders for accuracy after confirmation is uploaded
Generate and distribute Uninstalled and Accounts Receivable reports prior to scheduled meeting
Provide support for PSG/CSC for assigned division(s)
Manage routine customer concerns and help facilitate escalated customer concerns and ensure timely resolution
Process electronic credit card and check payments
Assist with receiving product(s) in CRM Database and/or F&O
Support division(s) in Accounts Receivable collections and management
Other duties as assigned