Customer Support Specialist

About Us: At Kimberbell, our passion is helping people “Experience the joy of creativity”™ by providing superior machine embroidery experiences. Kimberbell was established in 2009 in beautiful Logan, Utah, located in the Cache Valley of Northern Utah. We produce machine embroidery designs, project materials, project books, subscription boxes, and events.

Job Title: Customer Support Specialist

Department: Relationship Management

Job Summary: As a Customer Support Specialist at Kimberbell, you will play a pivotal role in ensuring our customers have a seamless and delightful experience with our products and services. You will serve as the primary point of contact for customers, providing timely assistance, resolving inquiries, and offering expert guidance on our crafting materials and techniques. Your commitment to exceptional customer service will contribute to the overall success and growth of our company.

Position Type:

• Part-time (20-25 hours per week)

Essential Duties/Responsibilities:

• Interacts with customers via email, support desk tickets, phone, and in-person to provide support and information on products or services.
• Respond to customer queries in a timely and accurate way, via help desk tickets, email or phone. Identify customer needs and help customers resolve issues.
• Collects and enters orders for new or additional products or services.
• Identifies customer needs, clarifies information, conducts appropriate research to provide solutions.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the appropriate supervisor.
• Gain basic understanding of company products and services.
• Ensures that appropriate actions are taken to resolve customers problems and concerns.
• Performs other related duties as assigned

‘Day in the life’: A day in the life of a Kimberbell Customer Support Specialist involves promptly addressing customer inquiries via various channels like email, phone, or live chat, ensuring accuracy in order processing, troubleshooting technical issues, and providing product guidance. They maintain a deep understanding of Kimberbell's product catalog, collaborate with other departments, and document customer interactions for continuous improvement. Their goal is to deliver exceptional service, foster positive customer relationships, and contribute to the company's commitment to quality and satisfaction.

Benefits:

• Competitive wage
• 401K Match
• Comprehensive training and ongoing professional development opportunities
• Employee discounts on our products

Education and/or Work Experience Requirements:

• Excellent communication skills including active listening.
• Ability to respond to customer inquiries in writing with professionalism, clarity, and correct spelling and grammar.
• Good time management skills.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• A collaborative and cooperative mindset, with the ability to work harmoniously with collaborative teams.
• High school diploma or equivalent.
• Experience with HubSpot or similar CRM programs a plus
• Customer service experience preferred.
• Comfortable talking on the phone and proactively making phone calls

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards.