Customer Support Specialist

The Customer Support Specialist is responsible for providing outstanding customer service and support to clients. This role involves handling customer inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a strong customer service background, and the ability to work in a fast-paced environment.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues, escalating to higher-level support when necessary.
• Assist customer in identifying and ordering the correct part for their equipment (including related/associated parts).
• Collect machine symptoms and customer concerns; accurately document details to support Service diagnostics and scheduling.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Coordinate with Parts, Service, and other departments to ensure smooth handoffs and timely resolution.

• Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.
• Collaborate with other departments to address and resolve customer concerns.
• Identify opportunities to improve customer service processes and suggest enhancements.
• Stay up-to-date with product knowledge, company policies, and industry trends.

• High school diploma or equivalent; additional education or certifications in customer service or a related field is a plus.
• Minimum of 1-2 years of experience in a customer support or customer service role.
• Excellent communication skills, both verbal and written.
• Proficient in using CRM systems and other customer service software.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and handle a high volume of inquiries in a fast-paced environment.
• Strong interpersonal skills and the ability to work well in a team.
• Bilingual skills are a plus.

Work Environment:

• This position typically operates in an office environment.
• The role may require extended periods of sitting and using a computer.
• Occasional travel may be required for training or meetings.

Performance Metrics:

• Customer satisfaction scores.
• Average response time to customer inquiries.
• • Answered calls – missed calls
  • Return call time
• Resolution rate of customer issues.
• • Verification of location follow up
• Accuracy and completeness of records in the CRM system.
• • Gathering information necessary to support customers
• Internal inquiries

• Comprehensive Health & Dental Coverage (includes vision and paramedical services)
• Company-Matched RRSP
• Annual Profit Sharing
• Boot & Tool Allowance
• Apprenticeship Scholarships
• Employee Assistance Program (EAP)
• Company Vehicle (for qualifying positions)