Experienced Customer Support Specialist – Hybrid Role with careerzynith
Are you passionate about delivering exceptional customer experiences and making a real difference in people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join careerzynith as an Experienced Customer Support Specialist in our Hybrid role. As a key member of our Customer Success team, you will play a vital role in supporting our sales efforts by providing top-notch service to customers through various communication channels.
- *About careerzynith**
careerzynith is a leading innovator in the industry, dedicated to pushing the boundaries of what's possible. Our mission is to empower individuals and organizations to achieve their full potential by providing cutting-edge solutions and exceptional support. With a strong commitment to customer satisfaction, we strive to create a seamless experience that exceeds expectations.
- *The Role**
As an Experienced Customer Support Specialist, you will be responsible for providing exceptional service to customers through various communication channels, including phone, email, and chat. Your primary goal will be to resolve customer inquiries and issues in a timely and professional manner, ensuring a high level of customer satisfaction and operational efficiency. You will work closely with our sales team to ensure a seamless customer experience, from initial contact to resolution.
- *Key Responsibilities**
- Serve customers via phone, email, and chat by determining requirements, answering inquiries, resolving problems, and fulfilling requests
- Maintain a high inbound call answer rate (75-80 calls a day average)
- Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable
- Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., technical product support)
- Investigate and resolve problems related to the shipment of products, returns, credits, and orders
- Communicate company policies and pricing per price and policy guide
- Assist with billing questions, pricing, and warranty inquiries
- Assist with order status and tracking inquiries
- Assist with backorder management for sales territory
- Assist with web services and case management for sales territory
- Handle customer complaints with urgency and ensure satisfactory resolution
- Work cross-functionally to ensure an effortless customer experience
- Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations
- *Requirements**
- Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience
- Manufacturing experience is a plus
- SAP experience is a plus
- Order management experience
- Effective written and verbal communication skills
- Ability to adapt to a variety of situations
- Strong typing proficiency and computer skills
- Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint
- *Nice-to-Haves**
- Willingness to learn and adapt to new challenges
- Experience with CRM software and customer relationship management
- *Benefits**
- Comprehensive medical, dental, and vision coverage
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
- TeleHealth options
- 401k plan with company match
- Company-paid life and AD&D insurance
- Additional supplemental life and AD&D coverage available
- Company-paid Short/Long-Term Disability coverage (STD/LTD)
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO, floating Diversity Day, and paid holidays
- Paid parental bonding leave
- Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions, and more)
- Robust internal career growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
- *Why Join careerzynith?**
At careerzynith, we believe in creating a work environment that is inclusive, supportive, and empowering. We offer a range of benefits and opportunities that will help you grow both personally and professionally. As a member of our team, you will have the chance to:
- Work with a talented and diverse group of individuals who are passionate about making a difference
- Develop your skills and expertise through ongoing training and development opportunities
- Contribute to a dynamic and fast-paced environment that is always evolving
- Enjoy a comprehensive benefits package that includes medical, dental, and vision coverage, as well as a range of other perks and incentives
- Take advantage of our robust internal career growth opportunities and tuition reimbursement program
- *How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
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