The Solution Specialist I ensures the delivery of excellent customer support through fast, accurate, and exceptional communication. This role requires strong multitasking abilities and adept decision-making skills to manage multiple tasks simultaneously and make critical decisions efficiently. Responsibilities include coordinating with other team members and departments—both internal and external—to resolve customer inquiries and issues effectively.
Minimum Qualifications:
- High School Diploma or equivalency required.
- 3-4+ years of customer service experience required.
- Experience in a call center environment required.
- Experience using 3-4 systems/programs simultaneously.
Primary Job Functions:
- Interact through telephone, SMS, chat, and email communication with internal and external customers.
- Answer customer inquiries and resolve concerns by quickly identifying needs, demonstrating empathy and understanding for the customer’s perspective, and conveying information clearly.
- Act as the primary point of contact for escalated issues, providing personalized and attentive service.
- Thoroughly investigate and assess the nature of escalated concerns, using attention to detail, sound judgement, and problem-solving skills to resolve issues.
- Collaborate with relevant departments, including customer support, sales, and product development, to devise effective solutions tailored to each customer's unique needs.
- Communicate with customers in a professional and courteous manner, keeping them informed of the progress and resolution of their escalated issues.
- Ensure interactions conclude with customer confidence that their needs have been met or are in the process of being resolved.
- Exercise time management skills to handle caseloads, including multitasking and pivoting as needed to support shifting business needs and ensure timely resolution.
- Implement proactive measures to prevent future escalations by identifying underlying issues and recommending improvements to enhance the customer experience.
- Maintain detailed records of all escalated cases, including correspondence and resolution outcomes, for future reference and analysis.
- Prepare ad-hoc reporting and data requests
- Special projects as assigned
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required:
- Preferred Bilingual in Spanish
- Clear and articulate communication, both verbal and written
- Ability to provide empathetic, high-quality customer support
- Ability to thrive in a fast-paced, rapidly changing, high volume work environment.
- Some experience with Excel for data organization and reporting
- Ability to shift between priorities
- Problem-solving skills
- Ability to multitask using phone and computer systems
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.#LI-Onsite
