Customer Support Specialist
Guggenheim Partners LLC · Indianapolis, INClose:
$40 - $40 HOUR
Term:Full timePart timeWork:Remote
Type:Employee
The Customer Service Representative is responsible for managing customer inquiries, resolving complaints, providing product and service information, and ensuring a positive customer experience. This role involves interaction with customers via various channels including phone, email, live chat, and social media.
Key Responsibilities
- Customer Interaction
- Respond promptly to customer inquiries through multiple channels.
- Provide accurate information regarding products, services, and policies.
- Resolve product or service issues by clarifying the customer’s complaint, determining the cause of the problem, and selecting the best solution.
- Problem Resolution
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
- Follow up to ensure resolution and customer satisfaction.
- Escalate unresolved issues to the appropriate internal teams.
- Communication
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Communicate with customers using clear and concise language.
- Provide feedback and suggestions to management for improving customer service processes.
- Product Knowledge
- Stay informed about product and service details to assist customers effectively.
- Update job knowledge by participating in educational opportunities and training.
- Documentation and Reporting
- Document all customer interactions and maintain accurate customer records.
- Prepare reports by collecting and analyzing customer information.
- Track customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Team Collaboration
- Work collaboratively with other departments to resolve customer issues.
- Participate in team meetings and contribute ideas for process improvement.
- Sales and Upselling
- Identify opportunities to promote additional products or services to customers.
- Handle customer orders and process returns or exchanges.
- Compliance
- Adhere to company policies and procedures.
- Ensure compliance with legal and regulatory requirements.
Qualifications
- Education: High school diploma or equivalent (required); Bachelor's degree in Business, Communications, or a related field (preferred).
- Experience: Previous experience in customer service or a related field.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to think on your feet.
- Proficiency in using customer service software, databases, and tools.
- Ability to handle stressful situations and manage time effectively.
- Attention to detail and ability to multitask.
- Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook).
