What are the responsibilities and job description for the Customer Service Specialist position at goodhouse?
About Us
Goodhouse is a hub for home management services eliminating the headache of sourcing, hiring, and managing contracted work. We are a tech-first company prioritizing customer service and quality performance. Our team is made up of a diverse talent pool of tradesmen (and women), tech gurus, and all-around doers. If you aren’t afraid to roll up your sleeves and consider yourself a solution-oriented individual, we would love to have you join our team.
Job Description
The Customer Support Specialist will work closely with the Customer Support Service Center Manager to handle customer inquiries, manage ticket distribution, and assist with follow-ups on billing and payment-related matters. This entry-level role offers an excellent opportunity to develop skills in customer service, communication, and operations within a supportive team environment.
Key Responsibilities
Customer Service
Respond to customer inquiries via phone, email, and chat in a professional, polite, and timely manner.
Provide accurate information about services, resolve questions, and escalate complex issues as needed.
Manage and prioritize customer tickets to ensure all inquiries are addressed within service level agreements (SLAs).
Ticketing and Documentation
Create, update, and close tickets in the ticketing system, ensuring accurate and thorough documentation of all interactions.
Track and follow up on unresolved tickets to ensure timely resolution.
Billing and Payment Support
Assist in verifying billing and payment details with customers, ensuring accuracy and clarity.
Follow up on outstanding invoices and payments, maintaining professional and respectful communication.
Support the team in processing account updates and resolving discrepancies.
Collaboration
Work closely with the Customer Service Center Manager and other team members to share updates, identify issues, and improve processes.
Provide feedback on recurring customer concerns to help refine service procedures.
Operational Support
Gain familiarity with customer support platforms and systems, becoming proficient in their use.
Contribute to maintaining an organized and efficient support center by adhering to team protocols.
Qualifications
- High school diploma or equivalent required; some college coursework or degree preferred.
- Strong communication skills, both written and verbal, with a customer-focused attitude.
- Excellent organizational and time-management skills.
- Collections experience is preferred
- Basic understanding of billing, invoicing, or collections is a plus, but not required.
- Proficiency with common software tools such as Microsoft Office; experience with CRM or ticketing systems is a bonus.
- Problem-solving mindset with the ability to handle multiple tasks in a fast-paced environment.
- Positive attitude and eagerness to learn and contribute to the team’s success.