Customer Support Specialist

At NERUS Strategies, we believe that accurate data is the key to unlocking the potential of our business. We partner with media companies across the country to produce “best of” contests. This means we work with small and medium-sized businesses to advertise and promote the best of the community in every market we are in.

We are looking for a Customer Support Assist to join our team and help us maintain our “best of” contest data.

Position Summary

The Customer Support Assist plays a crucial role in ensuring excellent contestant experiences by providing timely, accurate responses to all contestant inquiries, complaints, and issues, including messages received through social media. This role involves effective communication, problem-solving, and a strong commitment to contestant satisfaction.

The Customer Support Assist serves as a direct point of contact between the company and its contestants, promptly answering support inquiries, resolving complaints and issues, and maintaining positive relationships.

Essential Duties and Responsibilities

• Contestant Support: Provide excellent customer support by ensuring timely responses to all contestant inquiries across every communication channel, including phone, email, chat, and social media messages. Provide accurate information, answer questions, and address concerns in a friendly and professional manner. Issue & Complaint Resolution: Listen attentively to contestant complaints and issues, troubleshoot problems with patience and empathy, and find appropriate solutions that meet the contestant's needs while aligning with company policies. Escalate complex or unresolved issues to higher-level support or management as needed.
• Order Processing: Assist contestants with placing self-service orders and managing order-related inquiries. Ensure accurate and timely order entry and resolution of any order discrepancies.
• Cross-functional Collaboration: Collaborate with other departments such as sales, marketing, and operations to address contestant needs, relay feedback, and contribute to process improvements.
• Maintain Professionalism: Always uphold a professional and positive attitude, even in challenging situations. Ensure that every contestant interaction reflects the company's values and commitment to quality service.
• Adaptability: Stay up to date on changes in products, services, and timelines to provide accurate and up-to-date information to contestants.

Qualifications

Required

• High school diploma or equivalent.
• Excellent communication skills, both verbal and written.
• Strong empathy and active listening abilities.
• Problem-solving skills to find effective solutions to contestant issues.
• Patience and composure when dealing with frustrated or upset contestants.
• Ability to navigate and use contestant management software.
• Adaptability and willingness to learn in a fast-paced environment.
• Time management skills to handle multiple contestant inquiries simultaneously.
• Positive attitude and a genuine desire to assist contestants.

Preferred

• Associates degree
• Previous contestant service experience.

Knowledge, Skills, and Abilities

• Excellent organizational skills.
• Professional customer service skills.
• Strong attention to detail.
• Ability to prioritize multiple projects.
• Ability to work independently and collaboratively.
• Problem-solving and critical thinking skills

Job Type: Full-time

Pay: $19.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $19 - $26