Customer Support Specialist

• Communicate directly with clients and prospects in a professional, and friendly manner. 
• Be a friendly and knowledgeable product expert. 
• Provide introductory information to new customers. 
• Communicate the value of our products. 
• Assist with new client set up. 
• Answer help desk tickets and emails from customers in a timely manner. 
• Answer incoming calls to the support line. 
• Let clients know about additional products or services. 
• Determine the quickest, most effective way to answer a client’s questions.
• Manage customer complaints from initial call to resolution. 
• Collaborate with the Operations team to troubleshoot problems, improve processes, and ensure client satisfaction by providing client feedback to our internal partners and translating their business needs into client solutions. 
• Order entry and tracking of backordered items. 
• Communicate with Shipping team regarding expedited orders, changes made to orders, and other order updates as needed 
• Enter Return Authorizations (RAs) in NetSuite 
• Take ownership of Freshdesk tickets from the BC Returns Portal, as well as tickets assigned by account managers who need help with their customer's return or replacement shipment. 
• Update account managers and other internal teams about trends they see with returns (potential stock and quality control issues) 
• Inspect returns for quality issues as needed. 
• Be an active participant in Customer Service and other team meetings. 
• Analyze payment history/notes and communicate account information to client. 
• Check all information for accuracy before submitting requests to other departments/management. 
• Be responsible for meeting metrics/KPIs; the emphasis will be placed on overall account performance, retention, and feature adoption. 
• Maintain strict privacy and confidentiality. 
• Other duties as assigned. 

EXPERIENCE & QUALIFICATIONS 

Required: 

• Minimum two years of technical and customer support experience 
• Excellent time management and prioritization skills 
• Extroverted, positive and social personality 

Education:

College preferred 

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer. 
• Prolonged periods of answering phone calls with the use of a headset.  
• Must be able to lift up to 25 pounds. 

Working Conditions

Work performed in a warehouse environment with exposure to moderate noise, moving equipment, and temperature variations. 

Benefits:

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Paid holidays and generous PTO
• Career growth and promotional opportunities
• And much more!

We are an equal opportunity employer and are committed to fostering an inclusive and diverse workplace. We do not discriminate based on race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by law.

Salary : $45,000 - $50,000