Customer Support Specialist

Sun Communities•Southfield, MI

16d

About The Position

As a member of Sun’s Concierge team, the Concierge Specialist provides business process, software, technical, and operational troubleshooting and support services for internal team members. They partner with internal teams in varying capacities to ensure Sun team members are able to effectively locate the resources they need to perform their job duties. Additionally, they play a significant role in building a positive, well organized, and productive work environment.

Requirements

High School Diploma or GED (Required)
In lieu of the above education requirements, a combination of experience and education will be considered.
2 years in experience in a customer service role (Required)
1 year in experience resolving issues for remote users (Required)
Reading comprehension and basic math skills
Ability to identify internal team members’ needs, clarify information and requests, and provide recommended solutions
Ability to follow directions and verbally give directions via phone or internet chat
Strong communication, multitasking, and time management skills
Ability to work independently as well as part of a team
Demonstrated ability to use technology and online systems effectively, including advanced ability to perform online searches
Proficient in Windows computer operating environments with strong knowledge of Microsoft Office suite
Ability to work a flexible schedule, including evenings and weekends, with ability to work occasional overtime as needed
Ability to be highly customer focused and adapt to different personality types/communication styles
Strong attention to detail

Nice To Haves

6 months in previous help desk experience (Preferred)
6 months in experience using online CRM, property management, financial, and online database software (Preferred)
Thorough knowledge of technical hardware, including operating systems, networking, and computer repair (Preferred)
Preferred Certifications/Licensures:(CompTIA A+ (Computer service technicians))

Responsibilities

Provide highly proficient support to all team members via telephone, support tickets, email, and online chat (Essential)
Manage large amounts of inbound and outbound communications in a timely and effective manner (Essential)
Serves as subject matter expert for locating key resources to assist team members in performing their job duties, including extensive use of Sun’s online Knowledge Base (Essential)
Deliver information and share resources with team members requiring assistance in a manner which empowers them to seek resources independently (Essential)
Utilize exceptional customer service skills while exhibiting patience to exceed internal team members’ expectations (Essential)
Provide troubleshooting and problem solving assistance to resolve issues promptly
Perform routine tasks such as resetting passwords, responding to support tickets, provide remote screen sharing assistance, etc.
Gather information, obtain feedback, and acquire written documentation during troubleshooting activities and resolution
Maintain strong working knowledge of key people resources to assist team members in performing more complex job duties
Maintain working knowledge of Sun’s key systems, processes, and people to assist with supporting team member inquiries
Document gaps in availability of documented processes and policies
Provides support for audio and visual needs for all locations, when needed
Assists with the support of all existing company devices, including troubleshooting, repairs, and replacement of peripherals and software, as needed.
Other duties as assigned

Benefits

Comprehensive Medical and Prescription coverage with 4 plan options so you can choose the plan that best meets the needs of you and your family
Comprehensive Dental and Vision Plans
On-Site Fitness Center
Voluntary Health and Dependent Care Reimbursement Accounts
Life, Accidental Death & Dismemberment Insurance and Dependent Life
Short and Long-Term Disability Coverage
401(k) Plan with Sun matching contribution
Employee Assistance Program
Identity Theft Insurance
Legal Assistance Plan
Pet Insurance
Tuition Reimbursement program providing financial support to team members who further their formal education
Vacation
RV Site Discounts for team members when visiting SunRV Resorts across the nation
Team Member Perks & Discounts program with hundreds of discounts on things like travel, merchandise, mobile phone service, and more
Up to six weeks of paid parental leave for the birth of a child, adoption, or placement of a child
Paid Time Off including ten holidays, vacation, personal, sick time, bereavement and pay for jury duty