Customer Support Representative

A dynamic and growing company, AFS was founded in 2016 as a part of the NCCO family of companies. AFS has developed a selection of video-based training products that learners love and businesses can use to gain effortless efficiency and unparalleled clarity in their training operations.

Family-owned for more than 120 years, National Checking Company (NCCO) has developed and produced products that help food service and hospitality businesses succeed. With AFS and the other companies in the NCCO enterprise, it is building the foundation for another 100 years of excellence.

Job Title: CUSTOMER SUPPORT REPRESENTATIVE

Department:
Always Food Safe

Reports To:

Customer Support Team Lead

Schedule:

40 hours per week, Mon–Fri, as arranged with Manager

Salary : $50,000 – $55,000 per year [depending on experience]

Specific compensation is determined based on experience, qualifications, location, and internal equity considerations.

Annual Bonus; 5% target of earned base salary, based on [individual / team / company] performance

Benefits Offered:
Health Insurance (medical, dental, vision), Life Insurance, Disability Insurance, 401(k) with match, PTO

Always Food Safe is a growing company looking for a full-time Customer Support Representative to respond to customer inquiries and assist with sales support. This is a team-focused position that will require effective communication with internal team members as well as relationship-building with customers and multiple-third party vendors.

The core tasks this role is responsible for performing on a regular basis.

• Answer calls, assist with order placement, and achieve timely query resolution by following company standards and maintaining premium quality of services.
• Perform troubleshooting, asking questions to identify and understand customer issues.
• Complete and update a variety of record logs related to this position.
• Assist and guide customers through product and service offerings (including providing greater details regarding promotions and advertisements).
• Analyze the client's requirements and recommend products, plans, or services to match their needs.
• Facilitate sales of all products and services according to the customers’ needs.
• Track potential customers by inputting data into Salesforce.
• Email potential business accounts as requested.
• Multi-task between multiple communication channels including phone (Vonage), email (Salesforce Cases), live chat (Salesforce Omni-Channel), and Microsoft Teams.
• Collaborate and build relationships virtually with outside customer service and sales, third-party vendors, and other organizations in a similar industry.
• Assist in projects assigned by the manager, including but not limited to document translation and accreditation projects.

The credentials and experience required to be considered for this role. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

AFS will train the right candidate to excel at this opportunity.

• Two-year associate degree in communications, business, or a related field (preferred).
• Two years of experience in customer service supporting digital products.
• Exceptionally effective listening, communication and collaboration skills.
• Experience working with CRM systems and other digital tools. Able to learn new software quickly. Salesforce experience is a plus.
• Proficient in Microsoft Office (Word, Excel, Outlook, and Teams).
• Excellent multi-tasking and prioritization will be essential for this role.
• Self-motivated and comfortable working with little supervision.
• Have the…