Customer Solutions Specialist 11:30 AM – 8 PM EST

Job Summary

Shift: 11:30 AM – 8 PM ET or local time zone equivalent, Monday through Friday

60-Day Training Period: 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday

The Customer Solutions Specialist position is an action-oriented role where critical thinking is required to assist customers by utilizing multiple software tools to navigate customer accounts, research questions, solve problems, and communicate effective solutions.  

Culture is important to us; we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day.   

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
• Access to a home router and modem.
• A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
• The desire and ability to work and communicate with other team members via chat, webcam, etc.
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY).

Responsibilities

• Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model 
• Ensure that customers always have the most complete and up-to-date information about the status of their orders 
• Switch tasks as needed based on the current needs of the department 
• Partner with other departments within and outside of Customer Solutions to support both the customer and the company 
• Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution 
• Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities 
• Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company   
• Be flexible and adapt to change as we continue to grow as a company 
• Regularly connect via video for one-on-one meetings as well as team meetings 
• Continue to invest in your own learning and training to enhance your abilities in the role 
• Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales   

Physical Requirements

• Work is performed while sitting/standing and interfacing with a personal computer.
• Requires the ability to communicate effectively using speech, vision, and hearing.
• Requires the regular use of hands for simple grasping and fin manipulations.
• Requires occasional bending, squatting, crawling, climbing, and reaching.
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Qualifications

Experience

• At least 1 year of customer-facing experience or a college degree required 
• Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required  
• Excellent verbal and written communication skills; conversational fluency in English required  
• 40 Words Per Minute (WPM) typing speed required 
• Consistent 75mbps download/10mbps upload internet speeds are required 
• The ability to work a training schedule of 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, during the 60-day onboarding period 
• The ability to work 11:30 AM – 8 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period 

Education

College degree preferred.

Desired Traits

• Ability to communicate via phone, chat, and e-mail in a fast-paced environment 
• Ability to manage multiple priorities and tasks at one time 
• Ability to understand and adapt to a of variety of personalities and communication styles both inside and outside of the company  
• Ability to work on a team and independently 
• Ability to follow through and meet deadlines 
• Demonstrated ability to think critically and solve complex problems efficiently and effectively 
• An internal drive to succeed and a desire to learn and grow    
• A concern for helping others and doing the right thing by them 
• Innovation and the ability to challenge the status quo