POSITION DESCRIPTION: The Customer Support Specialist is the primary point of contact for our Respitrack Affiliates and will act as a liaison to provide information, answer questions, and resolve any problems with accuracy and efficiency. Patience, empathy, and professional communication are critically important in this role to ensure excellent service standards and to maintain high customer satisfaction.
.
REQUIREMENTS:
Prolonged periods of sitting at a desk working at a computer and/or talking on the phone.
Must be able to occasionally lift and/or carry up to 35 pounds.
Bachelor’s degree in communication or business preferred.
3-5 years of related experience preferred.
Proficient user of Microsoft Office Suite, and especially with Excel.
Experience with respite services a plus.
Professional, courteous and have strong customer service and employee relation skills.
Must be able to communicate effectively, both verbally and in written form; above average written communications skills are necessary as well as the ability to interact in person and over the phone with excellent people skills!
Have good/strong computer skills and knowledge of appropriate software including Microsoft Word, Excel, and Outlook, PowerPoint and Adobe Acrobat and ability to learn and understand new software programs.
Detail oriented with high attention to accuracy and detail, able to handle multiple priorities at the same time; multi-tasking and good problem-solving skills are essential.
Strong organizational skills and time management skills.
Excellent time management skills with a proven ability to meet deadlines and monthly/annual goals and prioritize multiple tasks.
Be a team player with a positive attitude.
Able to work independently and in a fast-paced environment.
Customer orientation and ability to adapt/respond to different types of personalities.
JOB DUTIES:
Build sustainable relationships and trust with our Affiliates through open and interactive proactive communication.
Manage incoming calls and respond to support emails with receipt notifications.
Identify and assess customers’ needs to achieve satisfaction.
Troubleshoot issues and educate Affiliates of how to fix or resolve:
o If unable to resolve at our level, draft an email to send to the development team.
o Follow up on issues sent to the development team.
o Respond timely to Affiliates when issues are rectified.
Review potential software changes including recommendations, specs, and testing.
Attend meetings with development team to discuss open matters.
Work on creating and updating Respitrack user manuals.
Research Respite Agencies to add to CRM for sales/cold calls.
Contact leads in CRM:
o Get past the “gatekeeper” to speak with the CEO/Director/Supervisor.
o Fact find to qualify lead:
Determine interest of lead.
Answer their preliminary questions to discover a need for Respitrack.
Schedule a demo of Respitrack.
Maintain accurate records of customer interactions, process customer accounts and file documents.
Follow communication procedures, guidelines, and policies.
Other projects as assigned