Customer Service Coordinator ensuring high - level service and handling customer requests. Collaborating with departments to meet RMA service requirements and resolving complaints.
About the role
- Customer Care Tier 2 Bilingual supporting customers through troubleshooting and resolving issues via phone, chat, and email. Collaborating in a problem-solving role for a leading customer experience company.
Responsibilities
- Tier 2 Customer Care Team Members are problem-solvers for our customers.
- You will be of assistance with troubleshooting customer devices or connectivity issues by providing remote support via phone, chat, SMS, email, or through monitoring social media networks.
- Handle customer service and technical support for product-related inquiries with empathy and patience.
- Acquire customer and issue-related information to input into the CRM database.
- Ask probing questions and use critical thinking to determine the root cause of an issue.
- After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue.
- Work as a consultative partner to your customer, building rapport and providing direction.
- Provide optimal customer experience by effectively resolving customer issues in a timely manner.
- Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution.
- Compose professionally written emails and responses for digital channels.
- Professionally and effectively defuse difficult situations over the phone and other support channels.
Requirements
- Ability to travel to and from onsite location in Greenville, SC, for work
- Ability to communicate through verbal and written English and Spanish fluently
- Strong customer service skills
- Analytical thinking and problem-solving skills
- Familiar with everyday computer tasks, internet navigation, and basic research
- Fundamental writing skills, including basic spelling and grammar usage
- Ability to perform repetitive tasks and remain seated for long periods of time
- Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
- Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct, never using jargon or slang
- Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
- Proficiency in Word, Excel, Teams, and Outlook
- Must pass all assessments, background, and drug screening
Benefits
- Group Health and Wellness (Medical, Dental, and Vision)
- Health Savings Account (HSA)
- Educational Assistance
- Voluntary plans, including critical illness, accident, and hospitalization
- 401k plan with Company Match and Roth contributions | Immediate vesting
- Pet Insurance, discounted legal services, employee discount programs, and more…
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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