Job Details

Customer Support Specialist

Clears duplicate and spam cases from digital communication queues. Work Tier 2 cases, which include: Social Media Reviews and Posts, DNC requests and escalations. Handle escalated cases making decisions based on customer satisfaction and company profitability while satisfying all team standards of productivity and quality. Effectively multitask between a variety of systems and reference materials to effectively assist Tier 1 representatives in a challenging, fast paced environment where new variables are constantly emerging, and business processes are frequently changing. Review and Complete POS tasks in support of fulfillment, ecommerce and TCS teams. Attend team meetings to stay up to date on policies, processes, and company initiatives. Complete and submit individual daily productivity reports. Must consistently meet their department goals, metrics, and quality assurance scores. Has exhibited above average knowledge for Rental, Retail, Ecomm and Custom programs. Maintain an above team average CSAT on a consistent basis. Maintains a positive attitude and works well with other team members. Stellar attendance and punctuality with the ability to follow a strict attendance policy, required. Ability to receive and implement ongoing feedback and coaching for continuous improvement. Well-developed problem analysis skills, with ability to make quick and effective decisions independently. Ability to gather and summarize data, find solutions, and prioritize work. Ability to handle multiple functions at one time while paying strict attention to detail and deadlines. Ability to sit and work at a computer keyboard for extended periods of time. Ability to stoop, kneel, bend at the waist, and reach on a daily basis. Able to lift and move up to 25 pounds occasionally. Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment. Regular and on-time attendance. Ability to work at least 40 hours per week.