Customer Support Specialist I

Eagleview

Locations:

Rochester, New YorkCategories

OperationsJob Type:

Regular Full-TimeWork Type

RemoteReq ID:

2824

## Job DescriptionAbout Us

Eagleview is a leading provider of aerial imagery, property insights and software that transform the way people work. Eagleview holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. Eagleview provides the most accurate data, enabling customers in the government, construction, solar and insurance industries to make timely, informed and better decisions.

Overview

The Customer Support Specialist I in the Customer Service Department willanswer questions over email, live webchat, and on the phone about general account information,billing,and order statuses. Specialists are empowered to resolve almost any of ourcustomersconcerns with a focus on first-call resolution. We focus on training from thebeginning,and we give ourworkforcemembers the tools they need tosucceedlong-term.

This is a remote role with an hourly rate of $17/hr.

Responsibilities

• Answerinbound calls, emails, and chats from potential customers and existing clients.
• Quickly assessescustomer issues to provideaccuratesupport.
• Exploresand understandscustomers needs andexceedtheir expectations.
• Completeall requiredtraining coursesand stayinformed about company news and department processes and procedures.
• Maintainsa high standard of professionalism with our customers.
• Adheresto department performance goals and production standards.
• Able to work independently, while knowing how/when to handle or escalate critical customer issues.
• Maintainsindividual performancerelativeto traceable metrics, and quality standards in relation to department goals andobjectives.
• Ability to execute Tier Oneresponsibilities such as order entry and basic account management andpost-deliverysupport tasks with coaching.
• Other duties as assigned.
  
  

Qualifications

• Minimum of 1year ofCustomer Service experience.
• Minimum of 1year of experience with SalesForce or other CRM applications
• Must be at least 18 years of age
• High School Diploma or equivalent (GED)
• Weekend Availability on Sat & Sun a MUSTPreferred Experience:
• Able to work infast-paced environment and easily pivot with changing business needs.
• Knowledgeablewith Microsoft Office Suite (Excel, Outlook,andWord).
• Computersavvy and able to navigate multiple applications at the same time.
• Able to work under pressure and remain flexible to changing schedules and demands.
• Robustverbal and interpersonal communication skills.
• Detail-oriented,organized,and able to multi-task.
• Capable of managing challenging customers and building rapport.
• Able to deescalate issues efficiently and appropriately.
• Robustproblem-solving and analytical skills.
• Able to work independently with minimal supervision.Core Competencies:
  
  

The successful candidate will demonstrate strength in the following competencies as well as foundational competencies, which can be found here:

• Drive & Follow Through
  
  

Takes initiative and turns ideas into action.

• Adaptability in Uncertainty
  
  

Adjusts quickly and performs through change.

• Customer-Centered Mindset
  
  

Puts customer needs at the center of decisions.

• Judgment & Problem Solving
  
  

Makes sound decisions and solves problems effectively.

• Role-Specific Expertise
  
  

Applies strong functional expertise to deliver results.

• Results Accountability
  
  

Owns outcomes and delivers on commitments.

• Work Prioritization & Execution
  
  

Focuses On Priorities And Delivers On Time.Equipment Requirements

USB headset

Smartphone

Company-Provided Equipment

Laptop

Docking Station

This job description is not an exclusive or exhaustive list of all job fun