Primary Purpose :

The Customer Support Department Specialists will enhance BBQGuys and our customers’ experience by providing amazing service.

This position will be responsible for handling all post-sale customer interactions via calls, chats, and emails. We are a call first company.

This role requires outbound calling as well as email communication to our customers, vendors, and shipping providers.

Key Responsibilities :

• Provide technical support.
• Facilitate troubleshooting of customer issues, handling resolution of those issues in single call, else create appropriate follow up.
• Set proper expectations with customers based on daily workflows.
• Thoroughly document all customer, vendor, and shipper interactions
• Achieve Key Performance Indicators
• Handle customer complaints, provide appropriate solutions in a timely manner; follow up to ensure resolution.
• Aspire to create sales retention and minimize returns or discount needed to gain a great customer experience.
• Develop strong customer relationships, providing empathy and concern.
• Take inbound / make outbound customer calls as volume requires.
• Solve customer support incoming chat requests and resolve as needed.
• Work as part of a team in a ticket-based shared workload
• Communicate with management about any potential hurdles.
• Properly report any issues including but not limited to website details, product descriptions, and supplier information
• Adhere to BBQGuys CAPLC Code
• Other duties as assigned by management.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reliable internet connectivity.
• Attention to detail.
• Excellent critical thinking and decision-making skills.
• 40WPM
• Excellent written and verbal communication skills.
• Flexibility with scheduling dependent upon business needs including but not limited to mandatory meetings, huddles, overtime, weekends, etc.
• Receptive to constructive criticism and coaching.
• Professional demeanor and positive attitude.
• Punctual and adherent to BBQGuys Attendance Policy.

Education and / or Experience :

• Customer Support experience, 3 years
• Call center experience with multi-line phone system

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for extended periods of time, including, without limitation, in office settings, and during air travel.
• Computer use, with or without adaptable software

PI236949576

Last updated : 2024-02-23