Customer Support Specialist

Job Title:

Customer Experience Specialist Department:

Operations Location:

Corporate Headquarters (Multi-Location Support)

Key Responsibilities

Administrative & Office Support

• Perform general office duties including filing, data entry, scanning, and document management
• Answer and direct phone calls, emails, and correspondence professionally
• Maintain office supplies inventory and place orders as needed

Operations & Communication Support

• Support communication between corporate office and franchise locations
• Maintain and update internal databases, reports, and spreadsheets
• Assist with tracking key performance metrics and preparing reports
• Help coordinate company-wide initiatives, programs, and events

Customer Experience & Reputation Management

• Monitor and respond to customer reviews across platforms, including Google Reviews, in a timely and professional manner
• Escalate negative reviews or customer concerns to appropriate leadership and assist in resolution tracking
• Maintain brand voice and consistency in all public-facing responses
• Identify trends in customer feedback and provide insights to improve service quality across locations

Customer Support Systems (Zendesk)

• Manage and respond to customer inquiries through Zendesk ticketing system
• Create, update, and track support tickets to ensure timely resolution
• Route tickets to appropriate departments and follow up to ensure completion
• Maintain accurate documentation of customer interactions and resolutions
• Assist in developing FAQs, macros, and knowledge base content to improve efficiency

Customer & Vendor Coordination

• Serve as a point of contact for vendors and service providers
• Assist with invoice processing, purchase orders, and expense tracking
• Provide support for customer inquiries or escalations when needed

Office Coordination

• Ensure office environment is organized, clean, and functional Qualifications

Education & Experience

• High school diploma or equivalent required; Associate’s degree preferred
• 1–3 years of administrative, customer service, or office support experience
• Experience in automotive, retail, or multi-location business environments is a plus
• Experience with customer service platforms (e.g., Zendesk) and online reputation management preferred

Skills & Competencies

• Strong organizational and time-management skills
• Excellent verbal and written communication
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Ability to multitask and prioritize effectively
• High attention to detail and accuracy
• Professional demeanor with a strong customer service mindset
• Ability to handle customer concerns with professionalism and empathy
• Work Environment
• Based in a corporate office setting supporting multiple franchise locations
• Fast-paced environment with frequent communication across teams
• May require occasional coordination outside standard business hours
• Key Performance Indicators (KPIs)
• Accuracy and timeliness of administrative tasks
• Responsiveness to internal and external communications
• Customer review response time and satisfaction outcomes
• Zendesk ticket resolution time and closure rates
• Support effectiveness for corporate and field operations

Pay: $18.00 - $23.00 per hour

Work Location: In person

Salary : $18 - $23