Administrative Assistant

Job Summary:
A Customer Support Specialist is responsible for responding directly to customers via phone, chat, and email for a national award-winning consumer electronics retailer. Customer inquiries have a wide array of topics, ranging from topics such as shipping questions to creating returns and delivery concerns. When working with customers, a Customer Support Specialist is expected to provide personalized, emotionally enriching shopping experiences, through a passion for excellence & professionalism. One of our basic beliefs is to exceed our customers expectations. A successful Customer Support Specialist will have a strong understanding of our companys basic customer guidelines (policy and procedure) while displaying excellent interpersonal, problem-solving, and follow-up skills. They also enjoy helping people, solving problems, and making someones day.
Essential Job Duties:

• Responds directly to incoming customer calls, chats & emails on a wide range of topics (billing issues, product concerns, shipping issues, creating returns, etc.)
• Responsible for creating personalized, emotionally enriching shopping experiences with all customers.
• Enters basic ordering notes, maintains record keeping, and follows up with customers. This requires basic organizational skills.
• Keeping up with ongoing training and future updates is required for our fast-paced environment.
• Often this role can be the first interaction, and potentially the last, that a customer has with us. Taking an interest in the customer with an effort to turn a frustrating situation into a repeat customer is very important here. Repeat customers are the cornerstone of our ongoing success.
• Maintains minimum (or exceeds) Customer Support performance standards.

Other Job Duties: As assigned
Requirements:

• High school diploma/GED required
• Complete our on-the-job training to gain a working knowledge of our guidelines (policies & procedures).
• Work a combination of nights, some holidays, weekends, and some overtime.
• Excellent verbal and written communication skills
• Ability to successfully use a PC, while navigating & notating multiple applications while working with customers.
• Maintain a positive attendance record, including punctuality and schedule adherence.

Competencies and Developed Job Skills:

• Provide personalized, emotionally enriching experiences to internal and external customers.
• Maintain minimal (or exceed) statistical department standards.
• Promote innovation thru providing feedback on the customer's experience.
• Value our customers and co-workers thru contributing to a working environment that promotes dignity, team harmony, and personal satisfaction for all.