Description
Support Specialist, Customer Service
Doral, FL
Salary $20hr
PERM.
Position Summary:
The primary purpose of this position is to build customer loyalty and customer retention by providing a differentiating service experience for all customer inquiries, concerns, and issues received from various customer contact channels. The incumbent is responsible for maintaining the organization's brand and strategy, adhering to core values and service attributes.
Responsibilities:
Provide friendly, engaging experiences through verbal and written communication for every customer interaction, aiming for first contact resolution. Maintain availability in phone and web queues as required to meet service standards. Multi-task between customer contact channels to address inquiries, concerns, or issues, ensuring responsiveness meets customer and performance goals. Research and resolve complex customer situations. Enter summary notes into the CRM system and forward relevant information to the appropriate personnel for resolution. Verify and update customer records for accuracy. Engage and educate customers about programs, promotions, and specific offerings. Track forwarded customer inquiries to ensure timely resolution. Assist customers with web portals and online shopping. Escalate customer issues to higher-level support staff when necessary. Conduct follow-up calls to rate the quality of issue resolution. Collaborate with personnel to answer inquiries, resolve issues, or address service-related concerns.Requirements:
High School diploma or GED. 1 year of experience in a technical customer service contact center is highly preferred.At ttg, “We believe in making a difference One Person at a Time” ttg OPT.