Customer Support Specialist

ServiceMaster • Full-time • Cambridge, MA, US • $26 - $28 / hour • 10m ago

Benefits

401(k)
Bonus based on performance
Competitive salary
Dental insurance
Flexible schedule
Health insurance
Home office stipend
Opportunity for advancement
Paid time off
Parental leave
Savings bank
Signing bonus
Training & development
Tuition assistance
Vision insurance
Wellness resources
Addressing Customer Inquiries: This involves actively listening to customers' questions and concerns, providing clear and accurate information, and ensuring that all inquiries are handled in a timely manner. It may include responding to emails, phone calls, or live chat messages, and ensuring that customers feel valued and understood throughout the interaction.
Managing Customer Grievances: This entails effectively handling complaints and negative feedback from customers. It requires empathy, patience, and strong communication skills to understand the root of the issue, reassure the customer, and work towards a satisfactory resolution. This process may also involve documenting grievances for future reference and identifying patterns that could indicate larger systemic issues.
Rectifying Problems Promptly: This focuses on the importance of swift action in resolving customer issues. It involves not only identifying the problem but also implementing solutions quickly to minimize customer frustration. This may include coordinating with other departments, providing refunds or replacements, and following up to ensure that the customer is satisfied with the resolution.
Providing Immediate Support: This emphasizes the need for quick access to assistance for customers who require help. It may involve setting up a dedicated support team that is available 24/7, utilizing chatbots for instant responses, or ensuring that customer service representatives are well-trained to handle a variety of issues efficiently. The goal is to make sure customers feel supported and valued at all times.
Diagnosing All Technical Difficulties: This involves identifying and troubleshooting technical issues that customers may encounter with products or services. It requires a deep understanding of the technology involved, as well as the ability to communicate complex information in a way that is easy for customers to understand. This may also include guiding customers through step-by-step solutions or escalating issues to technical teams when necessary.
Evaluating the Efficiency of Customer Service: This entails regularly assessing the performance of customer service operations to identify areas for improvement. It may involve analyzing customer feedback, monitoring response times, and measuring resolution rates. By evaluating these metrics, organizations can implement changes to enhance service quality, train staff more effectively, and ultimately improve customer satisfaction and loyalty.

Each of these points plays a crucial role in creating a positive customer experience and fostering long-term relationships with clients.

This is a remote position.

Compensation: $26.00 - $28.50 per hour

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