Customer Service Specialist

Customer Service Specialist (Administrative)

Digital Scoreboards LLC is seeking a Customer Service Specialist who can remain calm under pressure and deliver responsive, knowledgeable support to customers – often during high‑stakes, game‑day scenarios. This role handles service tickets, troubleshooting, and coordination with technical staff to ensure timely resolution of issues. The ideal candidate is detail‑oriented, empathetic, and committed to maintaining a positive customer experience through clear communication and proactive follow‑up.

• Respond promptly and professionally to customer inquiries, ensuring urgency and accuracy; troubleshoot scoreboard system issues and coordinate with technical staff for resolution; and, when necessary, escalated complex issues to the Customer Service Manager while maintaining customer confidence.
• Manage service tickets from intake to resolution, maintaining detailed and accurate records; follow up with customers to confirm issue resolution and reinforce a positive experience; and contribute to internal documentation, FAQs, and support resources to improve service efficiency.
• Work closely with technical teams to ensure smooth coordination and timely problem solving; participate in training sessions to enhance troubleshooting skills and improve response speed; and identify recurring issues and suggest improvements to reduce future support needs.

• Resolve 85% of service tickets within 48 hours.
• Maintain a high customer satisfaction rating through professionalism and empathy.
• Contribute to improved response documentation and training resources.

13 years of experience in customer service or technical support, preferably in AV or electronics. Strong communication and problem‑solving skills, with the ability to remain calm under pressure. Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar). Basic troubleshooting skills for technical equipment; familiarity with AV or LED systems is a plus. Detail‑oriented with excellent organizational skills. Ability to work independently while collaborating effectively with internal teams.

• Strong organizational and multitasking abilities.
• Excellent communication and interpersonal skills; ability to collaborate with drivers, vendors, and internal staff.
• Proficiency in data entry, record‑keeping, and compliance documentation.
• Ability to manage competing deadlines in a fast‑paced environment.
• Problem‑solving and escalation skills for compliance issues.
• Team‑oriented mindset with a collaborative approach.

• Prolonged periods sitting at a desk and working on a computer.
• Ability to use hands and fingers to operate computer equipment and phones.
• Occasional lifting of office supplies or small equipment up to 20 pounds.
• Tolerance for standard office conditions.

• Strong attention to detail and accuracy when managing service tickets and documentation.
• Ability to adapt to changing priorities and work independently or as part of a team.
• Capacity to manage multiple tasks and deadlines in a fast‑paced environment.
• Sound judgment and problem‑solving skills under time‑sensitive conditions.

• Ability to remain calm and professional during high‑pressure or game‑day situations.
• Strong interpersonal skills and empathy when communicating with customers.
• Resilience and flexibility when facing shifting priorities or urgent issues.
• Openness to feedback and commitment to continuous improvement.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

This position operates in a professional office environment or approved remote setting. Standard office equipment such as computers, phones, photocopiers, and filing cabinets may be used. Occasional travel or extended hours may be required depending on business needs.

Digital Scoreboards LLC is committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to qualified individuals with disabilities.…