Customer Service Specialist

Customer Service Specialist

Location:

Taunton, MA (Hybrid – 3 days onsite / 2 days remote)

Department:
Sales

Compensation:
Competitive Base + Benefits + Growth Opportunities

At Redemption Plus, we are the Architects of Fun. We partner with family entertainment centers, bowling alleys, and cinemas across the country to design unforgettable guest experiences. While we ship the prizes, our true product is the Services we provide to keep our partners profitable.

We are looking for a Customer Service Specialist to serve as the commercial steward of our customer journey. This isn't a transactional call-center role; it is a revenue-protection seat designed for someone who is organized, financially aware, and ready to own the success of a dedicated portfolio of accounts.

As a Customer Service Specialist, you operate at the intersection of service excellence and operational integrity. You are the primary point of contact for our emerging accounts—developing businesses that require consistent support and follow-through to ensure long-term retention.

You aren't just resolving tickets; you are identifying root causes, managing financial credits with precision, and watching for signs of growth (or churn) within your portfolio. This role is a direct pipeline for those looking to build a career in professional Sales or Account Management.

• Portfolio Management:
  Own the communication for a dedicated set of growth accounts. You’ll ensure they have what they need to succeed, from order placement and shipping updates to resolving complex billing concerns.
• Proactive Retention:
  Monitor reorder patterns and customer health. You’ll be the first to know when an account is ready to "graduate" to a senior Account Executive or when they need a little extra attention to stay on track.
• High-Volume Excellence:
  You’ll manage a high volume of communication (emails, calls, and tickets) with a focus on First Contact Resolution, ensuring no issue closes without full clarity for the customer.

• Financial Stewardship:
  Manage credits and returns with a high degree of accountability. You aren’t just "giving money back"—you’re investigating the root cause of the error and collaborating with Finance to ensure system accuracy.
• Cross-Functional Coordination:
  Partner with our Warehouse, Product, and Sales teams to remove blockers. Whether it’s a border hold or a shipping delay, you are the steady hand that keeps the customer informed.
• System Integrity:
  Maintain disciplined CRM hygiene within Salesforce. You recognize that accurate data and detailed case notes are the foundation of a scalable business.

• Root Cause Analysis:
  Identify recurring friction points (like shipment errors or product discrepancies) and propose systemic fixes. You’ll help us update our SOPs and Knowledge Base to make the whole team better.
• Field Intelligence:
  Once a month, you’ll head out for a structured onsite customer visit. You’ll see our merchandising in the real world, gather feedback, and bring those insights back to help us improve our internal processes.

• A Composed Communicator:
  You are calm under pressure and can navigate "high-tension" conversations with professionalism and empathy.
• Commercially Minded:
  You understand the basics of margins, credits, and billing. You see the business impact behind every service interaction.
• Highly Organized:
  You have a "no-loops-left-unclosed" mentality. You can manage a high email volume without sacrificing the quality of your documentation.
• The "Hustle" Factor:
  You move with urgency but never at the expense of accuracy.
• Experience:
  
  0–2 years of experience in customer service or operations (distribution or retail environments are a plus). High school diploma required;
  Bachelor’s degree preferred.

• Benefits:
  Company-paid health, dental, and vision insurance.
• Immediate Vesting: 401(k) with company match that is yours from day one.
• Hybrid Balance:
  Enjoy 3 days in our Taunton office for collaboration and 2 days remote for…