ONLINE SUPPORT SPECIALIST - AUSTIN
Texas Disposal Systems, Creedmoor, TX, United States
JOB SUMMARY
The Online Support Specialist communicates with customers and internal resources to answer questions and resolve service issues, researches information to assist with resolving issues, enters work orders and performs data entry.
CORE RESPONSIBILITIES
Communicates with customers and internal resources to answer questions and resolve service issues.
Answer inbound calls from the assigned queues and follow through with timely resolutions.
Make outbound customer calls as needed.
Enter customer work orders and perform data entry for associated service charges as needed on customer accounts.
Document customer issues and resolutions.
Increase customer satisfaction using professional customer support techniques.
Participate in department meetings.
Ensure a high level of customer satisfaction through proactive support and active listening.
Review and respond to personal and assigned voicemails and E-mails in a timely manner.
Work directly with operations teams to resolve service issues and follow up with the customer to ensure services were provided as expected.
Other duties as assigned.
REQUIRED SKILLS & QUALIFICATIONS
High school diploma or its equivalent
At least one year of customer service experience Excellent verbal and written communications skills in English
Strong customer service orientation
Customer support or issue resolution experience
Proficiency with the Microsoft Office Suite - e.g. Word, Excel, Outlook, PowerPoint
Proficiency with using online chat software
Problem solving skills
Professional phone and in-person demeanor
Demonstrated time management skills
Must have reliable transportation
Must be available to work holidays, weekends or after business hours, as scheduled
PREFERRED SKILLS & QUALIFICATIONS
Bilingual in English and Spanish
Call center experience
The Online Support Specialist communicates with customers and internal resources to answer questions and resolve service issues, researches information to assist with resolving issues, enters work orders and performs data entry.
CORE RESPONSIBILITIES
Communicates with customers and internal resources to answer questions and resolve service issues.
Answer inbound calls from the assigned queues and follow through with timely resolutions.
Make outbound customer calls as needed.
Enter customer work orders and perform data entry for associated service charges as needed on customer accounts.
Document customer issues and resolutions.
Increase customer satisfaction using professional customer support techniques.
Participate in department meetings.
Ensure a high level of customer satisfaction through proactive support and active listening.
Review and respond to personal and assigned voicemails and E-mails in a timely manner.
Work directly with operations teams to resolve service issues and follow up with the customer to ensure services were provided as expected.
Other duties as assigned.
REQUIRED SKILLS & QUALIFICATIONS
High school diploma or its equivalent
At least one year of customer service experience Excellent verbal and written communications skills in English
Strong customer service orientation
Customer support or issue resolution experience
Proficiency with the Microsoft Office Suite - e.g. Word, Excel, Outlook, PowerPoint
Proficiency with using online chat software
Problem solving skills
Professional phone and in-person demeanor
Demonstrated time management skills
Must have reliable transportation
Must be available to work holidays, weekends or after business hours, as scheduled
PREFERRED SKILLS & QUALIFICATIONS
Bilingual in English and Spanish
Call center experience