Customer Support Associate

Summary: This is a non-exempt, temporary position expected to last 5 months (June through October). We are open to full time individuals or part time individuals. The schedule will be Monday through Friday (8:00am-5:00pm EST).This role is eligible for overtime in accordance with federal and state law.

As a Customer Support Associate in the Customer Operations Department, you will serve as a primary point of contact for transactional customer support requests, ensuring efficient and accurate resolution of inquiries received via inbound calls. Your role focuses on handling high-volume, day-to-day support interactions, coordinating customer follow-ups on behalf of the support team, and maintaining service quality across all touchpoints. You will work collaboratively with team members and management to ensure customers receive timely, consistent, and professional assistance.

Duties / Responsibilities:

• Answer Inbound Calls: Serve as the primary handler of inbound customer calls, addressing transactional support requests promptly, professionally, and accurately.
   
• Process Transactional Support Requests: Manage routine, high-volume customer inquiries including account updates, order status checks, billing questions, and general information requests, ensuring quick resolution or appropriate escalation.
   
• Coordinate Customer Follow-Ups: Assist the support team by managing follow-up communications with customers on open cases, ensuring timely updates and closure of outstanding requests.
   
• Maintain Accurate Records: Document all customer interactions, call notes, and follow-up activities in the appropriate systems to ensure consistent and complete case histories.
   
• Support Queue Management: Monitor and assist in managing support queues and ticket workflows, helping the team maintain response time targets and reduce backlog.
   
• Escalate When Necessary: Identify issues that require advanced support or specialized knowledge and route them to the appropriate team member or department.
   
• Adhere to Service Standards: Follow established protocols, scripts, and quality guidelines to deliver a consistent and positive customer experience on every interaction.
   
• Collaborate with the Support Team: Partner with Customer Service Representatives and team leads to coordinate workload, share information, and ensure seamless customer handoffs.
   
• Utilize Technology Tools: Demonstrate working knowledge of Salesforce, PC and Mac operating systems, and Microsoft Office 365 Applications to manage cases and communications efficiently.
   
• Stay Informed: Maintain up-to-date knowledge of company products, services, policies, and procedures to accurately support customer needs.
• Provide Feedback: Share observations and insights with management to help identify process gaps and opportunities to improve support workflows.
   
• Perform Additional Tasks: Undertake other duties as assigned to support the overall objectives of the Customer Operations Department.

Requirement Qualifications:

• High School Diploma  or GED      
• 2 years of Support or Service Experience

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement.