Customer Support Advisor (Remote)

About the job

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Overview

• Remote: While this position does not currently require relocation, candidates within a radius of our physical locations, including, but not be limited to Boca Raton, Itasca, and Austin, will be required to work in the office a minimum of two days per week.

The Customer Support Advisor is responsible for resolving problems and providing proactive recommendations for products, services, and solutions to address customer or sales representative issues. This role is responsible for taking appropriate actions to execute solutions, resolve or escalate issues to the team manager on behalf of the customer or sales representative. Additionally, this role will assist in various service areas based on business needs, handle inbound email and chat contacts from customers and sales representatives, and provide assistance with inquiries related to ordering, products, services, returns/exchanges, and delivery delays. This role has a remote work designation unless otherwise required by customer contract/needs (i.e.,?work on site for customer location(s)), all subject to change based on customer demands.

Primary Responsibilities

• Resolve problems and proactively recommend the right products, services, and solutions to resolve customer or sales representative issues.
• Take appropriate action to execute solutions, resolve, or escalate issues to team Manager on behalf of the customer or sales representative.
• Assist with any additional service area based on business needs or performs special projects as needed.
• Answer inbound email contacts from customers.
• Assist customers with inquiries related to ordering, products, services, returns/exchanges, delivery delays and other service inquiries.
• Answer inbound chat (such as SCOE & forwarded customer email) contacts from sales representatives.
• Assist sales representative with inquiries related to ordering, products, services, returns or exchanges, delivery delays or other service inquiries.
• Document and report any errors in pricing, product descriptions, unit of measure, product availability or other service opportunities that do not meet company standards and escalate critical issues.
• Other duties and responsibilities as assigned.

Education And Experience

• High School diploma or equivalent, Bachelors in Customer Service, Marketing preferred.
• Minimum 1-3 years of experience in Sales Support, Sales Operations or related field.
• Technical Competencies & Information Systems: Basic computer skills and the ability to use computers and technology for information, and to access information necessary to complete the job.
• Excellent verbal and written communication skills.
• Ability to work as a team player
• Time Management skills, ability to multi-task
• Organizational skills
• Good customer negotiation skills
• Demonstrated ability to initiate and analyze complex or undefined issues to determine proper course of action
• Excellent communication in English (written and verbal) and interpersonal skills
• Strong customer service orientation
• Self-Starter Analytical
• Able to succeed in an ambiguous environment