Customer Service Specialist

CSC; Wilmington (DE); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work schedule

Mentorship & training

Career growth opportunities

Open Sesame access

Job summary

CSC in Wilmington, Delaware is hiring a Customer Service Specialist to support global B2B clients in a technology and internet/web services environment. You will be the primary contact for issues related to CSC’s internet products, resolving inquiries and guiding clients.

You will collaborate with internal teams to protect and manage clients' domain portfolios and digital assets, while benefiting from training, mentorship, and growth opportunities in a hybrid work setting.

Qualifications

• Experience in a customer-centric environment or role.
• Strong written and verbal communication skills.
• Ability to think critically and be solution oriented.
• Proficient MS Office skills and ability to learn new tech.

Responsibilities

• Respond promptly to client inquiries via chat, phone, and email.
• Build and maintain client relationships by understanding needs.
• Troubleshoot and resolve domain, DNS, and billing questions.
• Escalate unresolved issues to appropriate teams with follow-up.
• Develop knowledge of CSC services and communicate industry changes.
• Collaborate with teams on client brand launches and projects.
• Strive to meet metrics reflecting top-tier client service.

Skills

Client support

Relationship mgmt

Issue resolution

Escalation handling

Product knowledge

Team collaboration

Performance metrics

Tools

MS Office

Excel

Word

Outlook

Job description

Title: Customer Service Specialist

Wilmington, Delaware

Working Hours: Monday to Friday, 8am-5pm EST

Hybrid Work Model

Are you passionate about delivering excellent customer service?

We are too!

We are currently hiring a Customer Service Specialist to support our global clients in a professional business-to-business (B2B) environment in the technology and internet/web services industry. In this role, you will act as the primary point of contact for clients who require assistance with CSC’s internet products and services. You will play a key role in delivering exceptional client service by resolving inquiries, troubleshooting issues and providing clear guidance. You’ll work directly with enterprise B2B clients and will partner with our internal teams at CSC to provide support that will ensure our client’s domain portfolios and digital assets are secure.

If you’ve worked in the retail, hospitality & tourism, patient services or restaurant industries, you know what it takes to keep clients happy and satisfied while working in a fast-paced, high-volume environment. Our service professionals are empowered to solve client inquiries and problems quickly and professionally. We provide training, mentorship, and opportunities for growth. You bring the drive, energy, and commitment to provide world-class service.

We’re a company of helpful people teaming up to make a difference in global business and our local communities. We are passionate about service excellence, giving back to the community, and devoted to continuous improvement, CSC is the business behind business®. What does that mean? Learn more about DBS by visiting cscdbs.com. While on that site, navigate to the Customer Tab or the Customer Testimonials section where you will learn about who our clients are and what they have to say about us!

Additionally, our positions come with CSC’s competitive benefits and incentives.

Some of the tasks you will be responsible for:

• Client Support: Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email. Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.
• Client Relationships: Build and maintain client relationships by understanding the unique needs of each client.
• Issue Resolution: Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems. Ensure timely and efficient resolutions to maintain customer satisfaction.
• Escalation Management: Identify and escalation management unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
• Product Knowledge: Be a trusted partner for your clients by developing and maintaining and in-depth understanding of our services, and to communicate industry changes. and new product offerings.
• Team Collaboration: Assist other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.
• Performance: Understand and strive to meet or exceed metrics that are designed to help us achieve our industry leading client service support as evidenced by our world-class Net Promoter Score (NPS) results.

What technical skills, experience, and qualifications do you need?

• Experience working in a customer-centric environment, industry and/or role
• Effective written and verbal communication skills
• Ability to think critically and be solution oriented
• Strong Microsoft Office skills including MS Excel, Word, and Outlook
• Ability to learn, adapt to, and discuss new technology
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers
• Ability to work independently, as well as on a team
• Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment
• Previous experience of producing quality results with high attention to detail
• Ability to be direct, open, and honest when communicating with clients and co-workers
• Bilingual skills are a plus

What You Can Expect from Us

Our business is exciting, ever-changing, and highly focused on creating the best client experience. If this sounds like the right fit for you, read on to learn more about how we support our employees as they transition into Digital Brand Services:

• Professional, engaging, and comprehensive training to introduce our business and the industry, supplemented with on-the-job training
• An on-team mentor to provide additional day-to-day support during your onboarding
• Collaborative team environment
• Supportive leaders committed to your professional development and growth
• Complimentary access to Open Sesame, monthly job-related recurrent training, and more
• Flexibility for our employees by offering a hybrid work schedule
• A clear vision, mission and values centered around our promise to provide world-class service to our clients