Help Desk/Customer Service Specialist $20-$22 an hour

A customer service representative will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

They’re genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Position: Full Time 40 hours a week

Schedule: 9am-5pm Mon-Fri

Location: In office Downtown Cleveland, OH 44113 (Hybrid may be optional in the future)

• Responsibilities
  • Resolve customer complaints via phone, email, Zen Desk.
  • Use telephone, email, and Help Desk to reach out to customers and verify account information.
  • Greet customers warmly and ascertain problem or reason for contacting.
  • Cancel, update, or create Shop accounts. Assist with placement of Shop orders, refunds, or exchanges.
  • Field and maintain support tickets from customer online Zen Desk.
  • Facilitated related communications from customers to the appropriate departments and field operations teams.
  • Social media monitoring and responses to inquiries and issues (Facebook, Twitter, LinkedIn).
  • Analyze and identify trends in customer challenges and recommend paths to resolution for the organization.
  • Ongoing partnership with marketing, operations and field teams to identify key milestones driving increases in customer support needs (product roll out, holidays, etc.).
  • Generate and maintain standard customer resolution materials including scripts and email templates.
  • Capture and log key customer data.
• Phone and Zen Desk Redirects
  • Field calls, voicemails, emails, and Zen Desk tickets and direct them to the related department and/or field contacts.
  • Master the field structure, regions, and phone tree in order to redirect inquiries to the appropriate contacts according to established processes.
• Finance Team Support
  • Coordinate CC Receipt Mailings
  • General Support as Needed

• Skills
  • Impeccable customer service and a willingness to manage a problem through to resolution.
  • Ability to de-escalate a stressful situation and provide constructive resolution.
  • Clearly dissect and articulate a support challenge to key stakeholders while understanding the business impact of proposed solutions.
  • Solid written and verbal communications skills.
  • Ability to multitask and understand multiple products, audiences and marketplaces.
  • Proven customer support experience or experience as a client service representative.
  • Strong phone contact handling skills and active listening.
  • Customer orientation and ability to adapt/respond to different types of characters.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize, and manage time effectively.