Customer Service Specialist

Responsibilities

• Answer heavy call volume in a professional and friendly manner providing exceptional customer service in a call center environment.
• Analyze and resolve or triage application support incidents/requests.
• Facilitate product builds and maintain product SLAs.
• Log and track incidents / requests from identification through resolution in incident management software.
• Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete.
• Collaborate with application development and/or infrastructure resources to resolve incidents/requests.
• Document resolutions and internal procedures and update knowledgebase articles.
• Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.
• Maintain and protect confidentiality with regards to all aspects of client and company information.
• Document, analyze, discuss, and review customer service-related matters resulting from calls answered.
• Ability to review products and information with a desire to learn and become a subject matter expert in order to answer customer questions and resolve concerns.
• Analyze information, process documents, and communicate payment information in an attempt to resolve customer issues prior to escalation.
• Provide after hours and on-call support as needed.
• Performs general administrative tasks as needed.
• Performs other duties will be at the discretion of management.

Required Skills

• Excellent communication skills.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Must have superior technology skills with proficiency in Microsoft Office 365.
• Ability to build rapport with clients.
• Ability to multitask and remain professional at all times.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Self-starter with the ability to work independently.
• Ability to speak Spanish helpful but not required.