Customer Support Specialist

The Opportunity

Package Concierge®, the trusted leader in automated package solutions, is a Gibraltar Industries Company. We take pride in providing "best in class" Customer Support to our package locker users every day!

We are now hiring an experienced remote Customer Support Specialist, the successful candidate enjoys providing excellent customer service in a high-volume environment and has proven success in a remote work environment.

Our Customer Support Team is comprised entirely of employees working remotely in a virtual call center environment. Key success factors for this position are having a home environment conducive to a high volume of inbound/outbound calls, high comfort level with being on calls throughout a 10 hour shift, and ability to work productively with minimal supervision.

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Who we're looking for
All your life, you've been a thinker – a practical innovator with rolled-up sleeves, a strong sense of purpose and healthy dose of optimist in you. A maker who gets things done. If you dream of using technology to make a difference in the world, we want you with us.

At Gibraltar, we're solving big problems and pushing the boundaries of what's possible, changing lives with smarter products and services in agtech, renewable energy and residential products that will shape a better future for people and the planet. So we're looking for more than great talent, we're looking for good people with a unique point of view – creators ready to tackle our most important challenges.

If you thrive in a collaborative and inclusive culture, working side by side with talented teammates or hand in hand with customers and communities to solve real-world technology problems, we want to hear from you.

Schedule (four 10-hour shifts)

Tuesday - Friday from 11:30am EST to 10pm EST with rest breaks one meal period

What you'll do

• Provide impeccable customer service support over the phone, email and chat
• Display a highly organized working style, with exceptional multi-tasking abilities
• Achieve or exceed established KPIs and other benchmark goals
• Utilize software (Salesforce and Talkdesk), databases, and other required tools appropriately
• Use active listening skills with callers, to confirm and/or clarify all information
• De-escalate or follow call escalation process to Supervisor as needed
• Complete positional training and ongoing corporate compliance and cyber security training
• Troubleshoot and resolve product or software related issues
• Participate in group meetings and problem-solving
• Other projects as requested

What you'll need to be successful

• 2 years of experience in a remote call center environment
• Experience supporting technical products such as software, computer user help desks or similar scenarios
• Strong communication skills, able to speak and write clearly and informatively
• Ability to work remotely with people, data, and CRM systems effectively
• Experience working in enterprise types of systems - specifically Salesforce and Talkdesk
• Resilient and able to work calmly under pressure
• Excellent organizational and time management skills
• Accountability, reliability and prompt responsiveness during work hours
• Ability to interact positively with colleagues and customers to effectively solve problems
• Proactive, self-directed and able to work independently to complete position requirements
• A home environment conducive to a high volume of inbound/outbound calls

What we offer
Health & Welfare

• Medical, dental, and vision insurance plans for employees and dependents
• Health care & dependent flexible spending plans
• Free Life and AD&D coverage with supplemental coverage options
• Employee assistance programs focused on mental, physical and financial health

Financial Wellbeing

• Competitive compensation
• Bonus opportunities
• Generous 401(k) plan

Time Off

• Paid time off, including vacation, volunteer time off, sick leave, and paid holidays.

Community & Personal Development

• Donation matching and time off to volunteer
• Educational reimbursement

Who we are

Gibraltar is a leading manufacturer and supplier of products and services for North American agtech, renewable energy, residential, and infrastructure markets. By building solutions that make life better for people and the planet, Gibraltar advances the art and science of engineering, science and technology to shape the future of comfortable living, sustainable power, and productive growing.

Guided by an inclusive, values-driven culture that celebrates and rewards different perspectives, we work together to create lasting positive impact on everyone our business touches. To learn more about what makes us #GibraltarProud, visit our website: www.gibraltar1.com

EEOC

Gibraltar is an Equal Employment Opportunity Employer and gives all applicants for
employment equal consideration regardless of race, color, sex, religion, national origin, arrest
record, ancestry, age, physical or mental disability, sexual orientation, transgender status,
genetic information, marital status, citizenship status, veteran status, pregnancy, or any other
status protected by federal, state or local law. Upon request and consistent with applicable
laws, Gibraltar will provide reasonable accommodations to individuals with disabilities who
need an accommodation to fully participate in the application process.

#LI-SP1

Experience

• 2 year(s): Remote Customer Service Support

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)