Call Center Support Administrator

JOB SUMMARY:

The Call Center Support Administrator plays a crucial role in our Call Center team. You bridge the gap between our Call Center staff and our customers. You are the difference between a happy, informed, satisfied customer and a dissatisfied customer who is about to leave a bad review. This position supports our Call Center Customer Service Specialists, T1 Parts and Technical Support Specialists, Call Center Leads, and Senior Technical Leads and all their customer interactions.

This role requires you to interact with hundreds of customers each week across the country via phone, chat, text, email, and in-person to follow up with them and keep them updated on their support, service, and product issues, as well as support, service, product, and order tracking questions, all while ensuring a best-in-class customer experience.

In addition to being the best in the business when it comes to customer interactions, you will need to be confident, fully engaged, a team player, and dedicated to bringing a positive and enthusiastic outlook to work each day.

KEY TRAITS AND CHARACTERISTICS:

• Able to focus on the big picture while being passionate about every minute detail.
• An excellent communicator and motivator comfortable working with cross-functional teams.
• Able to carry out the key warehousing activities of receiving, storage, and shipping.
• Able to plan warehouse space requirements and warehouse layout to optimize storage and distribution.
• Ability to meet multiple deadlines, prioritize work, and keep projects moving forward.

KEY DUTIES AND RESPONSIBILITIES:

• Communicate comfortably and confidently over the phone, chat, text, email, and in person(if needed).
• Monitor and manage customer situational requests and resolutions using a ticketing system.
• Monitor and manage support tickets in the 'Waiting on Customer' status, engaging with customers to obtain necessary information or actions to advance ticket resolution.
• Oversee tickets marked as 'Follow-up Pending', ensuring timely follow-ups are conducted and customers are kept informed of their ticket status.
• Track the progress of tickets and provide updates to customers, maintaining a high level of communication and service.
• Coordinate with service centers regarding 'SVC Scheduled' tickets, ensuring services are executed as planned and any issues are promptly addressed.
• Conduct follow-ups with customers after their support tickets are closed to gather feedback, resolve any lingering issues, and ensure customer satisfaction.
• Liaise with service centers post-service to confirm quality and completion of work, and to maintain strong partnerships.
• Develop and maintain a follow-up schedule to ensure all tickets are attended to in a timely manner.
• Record and update customer interaction in the CRM system, providing detailed notes and next steps.
• Collaborate with the customer service team to identify areas for process improvement based on customer and service center feedback.
• Problem solve by researching within databases, email exchanges, the internet, and appropriate personnel throughout the company.
• Enter orders into company ERP system.
• Support the customer service team in achieving departmental goals and maintaining high customer satisfaction levels.
• Support the Customer Service and Technical Support groups by acting as the overflow call group and fielding any calls that come through this call queue in a professional, friendly, and efficient manner.
• Process large amounts of information accurately and in a timely manner.
• Provide customers with tracking information via phone, text, chat, or email.
• Communicate with customers about issues with their product, either new, old, under warranty or out of warranty.
• Conduct follow-up communication on customer support tickets in various stages.
• Enter all notes and touchpoints relating to service calls into the customer service ticketing system.
• Perform other duties and tasks as assigned

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Some college preferred. High School diploma, general education degree or equivalent is required.
• 1+ years’ experience in Customer Service, Call Center, Order Processing, or related field
• Excellent knowledge of MS Office, including MSOutlook, MS Word, and MS Excel
• Working experience of relevant computer applications and general Internet use
• Ability to type 45-60 WPM with 95% accuracy.
• Professional communication and oral skills required, most importantly writing and grammar accuracy.
• Working knowledge of ERP programs, SAGE, SAP, ORACLE, INFOR, LAWSON, etc. a plus
• Working Knowledge of customer service ticketing systems, Zendesk, Freshdesk, Jira, etc. a plus
• Working Knowledge of CRM programs, Goldmine, Pipedrive, Salesforce, etc. a plus
• Professional demeanor.
• Comfortable performing repetitive tasks.
• You have a positive and professional attitude
• You’re proactive about finding answers
• Highly motivated and target-driven
• Strong listening skills
• Problem analysis and problem-solving
• Demonstrated high-level attention to detail and accuracy.
• Strong data collection and order entry skills
• Customer service orientation
• Ability to analyze and research data and resolve discrepancies.
• Ability to employ deductive reasoning and critical thinking skills.
• Ability to seek out information and resolve issues.
• Ability to calculate and process information quickly and accurately.
• Effectively organize, prioritize, and handle multiple tasks to meet recurring deadlines.
• Learn new concepts quickly and accurately.
• Comfortable working autonomously and independently but within a team in a fast-paced environment
• Able to consistently meet the Company’s expectations of attendance and punctuality
• Bilingual a plus.

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• This job operates in a professional office environment and is typical of a Call Center operation.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer programs.
• The Call Center Support Administrator is routinely required to sit, stand, walk, climb stairs, touch, see, hear, occasionally operate machinery, and occasionally lift up to 45 pounds.
• While performing the duties of this job, the employee is regularly required to walk, talk, and hear as well as sit for long periods of time.
• The noise level in the work environment is typical of that of an office.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Job Type: Full-time

Pay: $15.00 per hour

Expected hours: 39 per week

Benefits:

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

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person

Ability to commute/relocate:

• Theodore, AL 36582: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Required)
• Customer support: 1 year (Required)
• Customer retention: 1 year (Required)
• CRM software: 1 year (Required)
• ERP systems: 1 year (Required)
• Call center: 1 year (Preferred)
• Outbound calling: 1 year (Preferred)
• Live chat: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: In person