What are the responsibilities and job description for the Customer Support Specialist position at EverLights?
Company Overview
Axis Innovations, LLC is the leading provider of exterior home lighting solutions through our brand EverLights, with 13 locations across 7 states. We pride ourselves on delivering high-quality products and exceptional customer service to enhance the beauty and safety of homes.
Summary
We are seeking a Customer Support Specialist to join our dynamic team at EverLights. In this role, you will be instrumental in providing outstanding customer service and support to our clients, ensuring their needs are met and their experiences with us are positive. This position is based in the United States.
What You’ll Do
- Respond to customer inquiries via phone, text, and email with empathy and professionalism
- Guide customers through basic troubleshooting (resets, connectivity checks, software updates)
- Diagnose technical issues using photos, videos, and system data
- Determine when onsite service is needed and schedule technician visits
- Accurately process invoices and collect payment for out-of-warranty services
- Keep detailed records of all interactions and case updates in our CRM
- Stay up to date on product knowledge and escalate unresolved cases to internal teams
- Collaborate with field techs to ensure successful service visits
What We’re Looking For
- Strong customer service and communication skills
- Ability to troubleshoot tech issues confidently and clearly
- Excellent time management and multitasking ability
- High attention to detail in documentation and billing
- Comfortable working in a high-volume, office-based environment
- Adaptability and willingness to learn new systems and processes
Performance Metrics
- Response and resolution times
- Customer satisfaction (CSAT) scores
- Accuracy in scheduling, invoicing, and CRM documentation
- Reduction in repeat service visits due to accurate troubleshooting
Bonus if you have: experience in tech support, scheduling, or CRM systems like HubSpot.
Join a growing team where your problem-solving skills make a real difference. Apply now and help us deliver top-tier support with a personal touch!
Job Type: Full-time
Pay: $18.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Experience:
- Customer support: 1 year (Required)
- Customer service: 1 year (Required)
Work Location: In person
Salary : $18 - $25