Specialist, Customer Support
About The Position
At Bluebeam, we empower people to advance the way the world is built. We create smart software solutions that make construction sites more efficient, connected and safe and improve the lives of design and construction professionals everywhere. Customer Support Specialist help direct customers to the appropriate product or licensing model via inbound calls and emails, route inbound emails and calls to appropriate teams, create quotes with adherence to sales and pricing policies, accept credit card orders over the phones, identify and create leads for Account Development, facilitate unique legal and financial requests, and assist with miscellaneous account-related inquiries to enable future purchases or resolve issues. About the Role Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions: Responds to incoming customer orders, products, and account inquiries, approx. 50% phone and 50% email, and direct to more appropriate channels as needed. Creates quotes and reviews created quotes for accuracy. Accepts credit card purchases over the phone and accurately fulfills orders. Reviews purchase orders for adherence to sales and pricing policies and ensures that appropriate documentation and approvals are provided prior to fulfillment. Collaborates with other departments as needed to assist customers with unique accounts or purchasing needs. Self-manages a variable workload and responds to all inquiries within 24 hours. Serves as first line of escalation for issues with internal partners and external customers. Identifies opportunities for workflow/policy/process improvements and represent OM in testing/feedback or other collaborative opportunities.
Requirements
- Interpersonal communication: Exemplary verbal and written communication skills and strong listening/reading skills
- Organizational and time management skills – able to prioritize and task switch while maintaining 24-hour turnaround
- Customer service mindset
- Competent with numbers: able to estimate/understand relationships or patterns and identify discrepancies or red flags
- Efficiency: ability to produce with minimal wasted effort while maintaining high quality
- Professional maturity and self-management of workload that can vary by day, season, etc.
- Desire to work collaboratively within a team and proactively assist outside of normal duties
- Growth mindset and flexibility
- Proactive willingness to assist with more challenging situations and escalated cases
- One year customer service and/or administrative/billing position
Responsibilities
- Responds to incoming customer orders, products, and account inquiries, approx. 50% phone and 50% email, and direct to more appropriate channels as needed.
- Creates quotes and reviews created quotes for accuracy.
- Accepts credit card purchases over the phone and accurately fulfills orders.
- Reviews purchase orders for adherence to sales and pricing policies and ensures that appropriate documentation and approvals are provided prior to fulfillment.
- Collaborates with other departments as needed to assist customers with unique accounts or purchasing needs.
- Self-manages a variable workload and responds to all inquiries within 24 hours.
- Serves as first line of escalation for issues with internal partners and external customers.
- Identifies opportunities for workflow/policy/process improvements and represent OM in testing/feedback or other collaborative opportunities.
Benefits
- Competitive compensation and benefits package
- Fully vested 401K right from the day you start
- Generous PTO, including sick/mental health & volunteer days
- Free & unlimited access to BetterUp Care, a well-being platform
- Work-life balance fostered through a culture of diversity, inclusion, and appreciation of individual lifestyle needs
- Opportunity for continuous professional development
- Free & unlimited access to LinkedIn Learning
- Up to $5K annual education reimbursement (after 1 year tenure)
- 100% employee covered health and welfare benefits and paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
