Customer Support Specialist

ABB•Richmond, VA

6d•Hybrid

About The Position

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Support Services Manager. In this role, you will provide support services to the Internal and External Customers to create and manage cases as part of the case life cycle. Each day, you will engage with customers and drive efficient support services. The work model for this role is: Hybrid.

Requirements

High School Diploma or GED.
A minimum of 2 years of customer service experience in a service organization with call center experience.
Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

Create and process all field service cases in accordance with Case Life Cycle procedures for both telephony and email case creation.
Process and Deliver Cases to ABB customers in a timely manner.
Manage urgent customer requests.
Initiate creative solutions to meet expectations and ensure the processes are in compliant with ISO 9001:2015 requirements.
Manage a changing workload and foresee processing difficulties in advance.
Communicate with customers in a precise and professional manner via phone and email.
Escalate support issues/requests to appropriate individual(s)/team(s) based on current guidelines.

Benefits

Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan.
Choice between two dental plan options: Core and Core Plus.
Vision benefit.
Company paid life insurance (2X base pay).
Company paid AD&D (1X base pay).
Voluntary life and AD&D – 100% employee paid up to maximums.
Short Term Disability – up to 26 weeks – Company paid.
Long Term Disability – 60% of pay – Company paid.
Ability to “buy-up” to 66 2/3% of pay.
Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance.
Paid Parental Leave.
Employee Assistance Program.
Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption.
Employee discount program.
401k Savings Plan with Company Contributions.
Employee Stock Acquisition Plan (ESAP).
ABB provides 11 paid holidays.
Vacation is provided based on years of service for hourly and non-exempt positions.