CUSTOMER SUPPORT SPECIALIST (48662)

Customer Support Specialist – Non-Exempt Position

City Electric Supply (CES)

Looking to start an exciting new career? City Electric Supply (CES) offers excellent career opportunities for people who are friendly and passionate about providing incredible customer service. Benefits include medical, dental, and vision insurance, 401K, paid time off, and internal growth opportunities. 

About City Electric Supply 

CES is a family-owned electrical wholesaler with the benefits of a worldwide service network and the personal service of a neighborhood store. Our "customer service first" core value has allowed us to grow continually for over 65 years while keeping our founding principle of empowering people to make local business decisions. CES now employs more than 7,400 people at over 1,000 branches world-wide of which there are over 500 branches across North America.  Our vision is to add 30-35 branches a year, while staying true to our Company values. 

Summary

Looking for an individual that has the Customer.First.Always mindset to join our CES Online Team. We are looking for someone who has electrical product knowledge and experience with a strong background in the electrical wholesaler industry. This individual will be the point of contact for our CES branches and customers and will provide product information, answer questions, coordinate customer and order-related needs, and deliver problem resolution while providing outstanding customer service to our internal and external customers.

This position goes beyond traditional customer service and requires someone who is comfortable researching and resolving complex customer issues. The ideal candidate is detail-oriented, resourceful, and enjoys digging into an issue to understand what happened and determine the best solution. This may include coordinating shipments and returns, working with carriers, preparing shipping documentation, providing freight quotes, processing credits and returns, tracking claims, and researching customer issues using internal systems and available resources.

This position supports the CES Online division and is based at the headquarters' office located in downtown Dallas, TX.

Essential Job Functions

• Provide customers with product and service information.
• Research required information using available resources and internal systems.
• Manage and resolve customer complaints and complex customer issues.
• Investigate customer and order issues by gathering information, identifying the root cause, and determining appropriate solutions.
• Coordinate shipments, deliveries, and returns as needed.
• Work with carriers to resolve shipping and delivery issues.
• Prepare and provide required shipping documentation.
• Provide freight quotes when needed.
• Process customer credits and returns in accordance with established procedures.
• Track and follow up on shipping and customer claims through resolution.
• Communicate with CES branches, customers, carriers, and internal teams to resolve issues and ensure a positive customer experience.
• Receive inbound calls, chats, and respond to emails.
• Route calls to appropriate resources.
• Place outbound follow-up calls where necessary.
• Work with customers via online chat.
• Help customers navigate their account status for payment, password reset, etc.
• Document all call and customer interaction information according to standard operating procedures.
• Develop and maintain positive relationships with customers, coworkers, and supervisors.
• Perform other duties and/or projects as assigned.

Education/Experience

• High school diploma or equivalent.
• 3 to 5 years' experience within a customer service support atmosphere.
• Background in the electrical field and product knowledge required.
• Knowledge of customer service principles and practices.
• Proficient in relevant computer applications.

Competencies

• Excellent interpersonal, verbal, and written communication skills.
• Excellent listening skills and the ability to ask probing questions and understand concerns.
• Customer/Client Focus.
• Strong problem analysis and problem-solving skills.
• Strong investigative and research skills with the ability to follow an issue through to resolution.
• Strong attention to detail and accuracy.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced environment.
• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.
• Able to learn and navigate new software with good data entry and typing skills and strong attention to detail.
• Ability to work effectively with multiple internal and external stakeholders, including branches, customers, carriers, and other service providers.
• Teamwork.
• Stress tolerance.
• Resilient.
• Resourceful and persistent when researching issues that may require information from multiple systems or sources.

Benefits Offered: 

• Medical, Dental, Vision Insurance. 

• 401(k) company match program. 

• Telehealth. 

• Short-term and Long-term disability insurance. 

• Basic and AD&D Life Insurance paid for by the company. 

• Critical Illness, Hospital Confinement, Accident Insurance, Supplemental Life Insurance. 

• Employee Assistance Program. 

• Mental, physical, financial wellness. 

• Auto and Home Insurance discount. 

• Paid Time Off and 7 paid Holidays. 

• Paid Pregnancy, Parental, and Adoption Leave programs. 

• Employee Discount Program. 

• Training Programs. 

• Internal growth opportunities in a fast-growing company. 

• In some jurisdictions, state or local laws address sick leave or other leaves of absence. The Company complies with all such laws. This policy shall apply only to the extent it does not conflict with applicable law. 

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

Indoor climate-controlled environment. May involve exposure to cleaning chemicals and physical labor.

Physical Demands

Ability to stoop, bend, carry cleaning materials. Ability to lift up to 20lbs. Spend long periods of time on their feet.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement 

We are an Equal Employment Opportunity employer committed to providing equal opportunity in all of our employment practices, including selection, hiring, assignment, re-assignment, promotion, transfer, compensation, discipline, and termination. The Company prohibits discrimination, harassment, and retaliation in employment based on race; color; religion; genetic information; national origin; sex (including same sex); sexual orientation; gender identity; pregnancy, childbirth, or related medical conditions; age; disability or handicap; citizenship status; service member status; or any other category protected by federal, state, or local law.  We support protected veterans and individuals with disabilities through our affirmative action program.

Attention Applicants

If you have a disability and need a reasonable accommodation to complete any part of the application process, or if you have difficulty accessing or using the online application process and need an alternative method, please contact us at HRServices@cityelectricsupply.com or 1-855-571-2477.

City Electric Supply is a drug free workplace.  For further information about CES, visit our website at www.cityelectricsupply.com.