Customer Support Specialist

• Respond to customer inquiries via phone, email, and chat
• Investigate and resolve complex customer issues and escalate cases
• Analyze customer needs and provide accurate, personalized solutions
• Document customer interactions and maintain accurate records
• Coordinate follow-up activities to ensure complete issue resolution
• Explain company policies and procedures professionally and effectively
• Escalate issues when appropriate and collaborate with internal teams to drive resolution
• Provide guidance, coaching, and support to less experienced team members
• Identify opportunities to improve processes and enhance customer experience
• Serve as a team lead and subject matter expert while working independently within established guidelines

• Must be 18 years of age or older
• High School Diploma or equivalent education
• Must be able to submit to a pre-employment screening
• Legal authorization to work permanently in the United States without requiring visa transfer or sponsorship
• Customer service or call center experience preferred
• Strong communication, problem-solving, and organizational skills
• Ability to multitask and navigate multiple systems simultaneously
• Comfortable working within established processes and procedures
• Experience handling escalated customer concerns and complex issues
• Ability to work independently and make sound decisions
• Experience coaching, mentoring, or assisting team members preferred
• Proficiency in navigating multiple systems and maintaining accurate documentation
• Monday–Friday availability, 8:00 AM–4:30 PM

Demonstrates strong customer service skills by effectively responding to inquiries and resolving complex issues while maintaining accurate documentation. Capable of coaching and mentoring team members to enhance overall customer experience and operational efficiency.

• Customer Service Experience
• Problem-Solving Skills
• Strong Communication Skills
• Coaching and Mentoring
• Multitasking Ability

Hard Skills

• Documentation Maintenance
• Issue Resolution
• Process Improvement
• Escalation Handling
• Customer Needs Analysis

Soft Skills

• Organizational Skills
• Independence
• Collaboration

Certifications & Qualifications

• High School Diploma or Equivalent

Industry Keywords

• Call Center Experience
• Customer Inquiries
• Follow-Up Activities
• Company Policies
• Pre-Employment Screening

Tools & Technologies

• Multiple Systems Navigation