What are the responsibilities and job description for the Customer Service Specialist position at Jackson Dawson?
Overview
We are seeking a Customer Service Specialist who will play a pivotal role in ensuring the success of our training and customer experience programs. This individual will act as a trusted point of contact for customers, clients, and internal teams—providing seamless customer support, coordinating travel, and delivering reliable program assistance. The ideal candidate thrives in a fast-paced environment, adapts quickly to shifting priorities, has a positive attitude, and takes pride in delivering high-quality service with professionalism and empathy.
Responsibilities
- Serve as the primary contact for training attendees, dealership staff, clients, and internal team members. Manage inquiries by phone and email with professionalism, empathy, and efficiency.
- Arrange and document flights, hotels, and rental cars for attendees, clients, and team members. Ensure accuracy, cost-effectiveness, and a positive travel experience.
- Provide day-to-day support for a variety of program initiatives, including scheduling, coordination, and other operational tasks. Shift seamlessly between tasks based on the current priorities.
- Document customer interactions and maintain accurate, up-to-date records in CRM systems. Ensure all details are captured correctly to support future inquiries or issues.
- Take ownership of resolving unexpected issues in real time, using critical thinking and resourcefulness to minimize disruption. Engage internal teams or vendors when additional support is required.
- Manage assigned tasks and program responsibilities with a strong sense of accountability. Work independently to deliver results while fostering collaboration and open communication with teammates and stakeholders.
Qualifications
- 1–3 years of professional experience, preferably in customer support, travel coordination, hospitality, or related roles
- High School diploma or equivalent required; associate or bachelor’s degree preferred
- Strong written and verbal communication skills
- Excellent problem-solving abilities with a focus on customer satisfaction
- Ability to manage multiple tasks simultaneously with strong organization and attention to detail
- Composed and effective in handling escalated or complex situations
- Intermediate Excel proficiency
- Comfortable working with multiple platforms and learning new systems; prior experience with CRM platforms, Concur, Smartsheet, or similar tools is a plus
- Ability to work independently while thriving in a collaborative team environment
Additional Information
- Full-time, on-site position
- Primarily standard business hours, with occasional after-hours support as needed