Customer Service Specialist

9Round Franchising, LLC

JOB TITLE:                                         Customer Service Specialist

DEPARTMENT:                                   Corporate Office

LOCATION:                                       Simpsonville, South Carolina

REPORTS TO:                                   Senior Director of Marketing and Creative

FLSA CLASSIFICATION:                  Salaried, exempt

POSITION PURPOSE

The Customer Service Specialist is responsible for cultivating relationships for the brand by fielding inquiry emails, resolving customer inquiries, complaints, and responds to feedback quickly and efficiently.  

JOB DUTIES AND RESPONSIBILITES

• Diagnosed and troubleshoots issues with resulting resolutions by identifying and researching user questions and problems.
• Documents and tracks all issues thoroughly through a ticketing system to ensure all issues are addressed within an appropriate timeframe.
• Provides high quality support to members, leads, & 9RoundNOW email and subscribers.
• Escalates unresolved issues to appropriate escalation point and drives actions to closure.
• Reports data, trends, cancellations, refunds and top issues pertaining to support tickets to manager weekly

• Commitment to exercise at least 3x week preferred.
• Performs additional duties as assigned, as this list does not reflect all the duties and responsibilities of the Customer Service Specialist

QUALIFICATIONS

Competencies:

• Communicates clearly and effectively in a polite and courteous manner

• Excellent problem solving and interpersonal skills

• Prioritizes and completes a variety of tasks in a timely manner
• Demonstrates willingness to undertake duties as assigned

• Ability to work in a fast-paced environment
• Excellent attention to detail and accuracy
• Strong Customer Service and communication skills

• Ability to handle confidential information with discretion, be adaptable to various competing demands and demonstrate the highest level of client service response.

• Possess a strong commitment to a team environment while working well with others which includes treating employees, clients, and anyone else necessary with respect and dignity

Skills:

• Excellent writing and editorial skills
• Proficient in administrative, clerical, and phone procedures
• First-hand knowledge of supporting and troubleshooting
• Proficient in Microsoft Office (Word, Excel, Outlook, and Project)

Education:

• Associates or Bachelor’s Degree in related field

Experience:       

• 2+ years of related experience in project management, or other Customer Service-oriented role preferred

• Ability to navigate through a ticketing system

Work Environment:

• Works primarily in a climate-controlled environment with minimal safety/health hazard potential

Physical Demands:

• Ability to be punctual and attend work on a regular and consistent basis
• Overtime may be required to meet project deadlines
• Ability to concentrate with various interruptions, weather conditions, and noise levels
• Must be able to talk, hear, use hands, fingers, climb or balance, stoop, kneel, crouch, and crawl
• Must be able to stand and walk 60% of the time
• Occasionally will be expected to lift boxes not to exceed 30+ pounds

The physical demands described above are representative of those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPENSATION PACKAGE

9Round provides a competitive salary and an attractive benefits package that includes medical, dental, vision, and life insurance, paid time off, paid parental leave, paid holidays, plus a complimentary gym membership.

Salary is dependent upon education, certifications, additional skills, and time spent in the profession.