Customer Solutions Specialist

Associated Property Counselors; Chicago (IL); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health Insurance

Dental & Vision

Fertility Benefits

Professional Development Fund

Relocation Benefits

Paid Parental Leave

Paid Time Off

Sick and Bereavement Leave

Volunteering Days

Employee Referral Program

Monthly Commuter Stipend

Job summary

Associated Property Counselors is seeking a Customer Solutions Specialist to handle customer inquiries across email, chat, video, phone, and social channels while maintaining product knowledge and customer feedback. You will work with teams to identify solutions and improvements, train new hires, and uphold confidentiality.

The role requires strong communication, time management, and a proactive attitude, with a focus on customer satisfaction and brand representation.

Qualifications

• Experience in customer service roles is preferred.
• Ability to respond under pressure with good judgment and problem solving.
• Second language ability may be advantageous.

Responsibilities

• Promptly respond to customer queries via email, live chat, video, phone, and social media channels.
• Escalate serious complaints or issues when not able to resolve them.
• Collaborate with colleagues or managers to identify best solutions for customers.
• Identify recurring problems and suggest improvements to management.
• Maintain a polite, helpful, and professional demeanor at all times.
• Share customer feedback with colleagues to improve products and services.
• Learn new products and services as they are introduced.
• Attend workshops and meetings as required.
• Provide training to new customer service agents.
• Respect client confidentiality at all times.

Skills

Customer service

Time management

Communication

Team collaboration

Education

High school diploma or GED

Bachelor’s degree (advantageous)

Tools

Zendesk

Salesforce (Sales Cloud)

Job description

Associated Property Counselors, LTD is seeking a friendly and highly analytical Customer Solutions Specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new hires. A top-notch Customer Solutions Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

Position Responsibilities:

• Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
• Immediately escalating serious complaints or issues that you are not equipped to deal with.
• Liaising with colleagues or managers to find the best solutions to customers’ issues.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
• Maintaining a polite, helpful, and professional manner at all times.
• Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarizing yourself with new products and services as they are introduced.
• Attending workshops and meetings as required.
• Providing training to new customer service agents.
• Respecting client confidentiality at all times.

Position Requirements:

• High school diploma or GED.
• Bachelor’s degree in business, communications, or a related field may be advantageous.
• Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, strongly preferred.
• Previous experience in a customer service role is preferred.
• The ability to respond appropriately under pressure.
• Sound judgment and excellent problem-solving skills.
• The ability to speak a second language may be advantageous.
• A positive attitude and the ability to build relationships with clients.
• The flexibility to work irregular hours, when required.
• Superb written and verbal communication skills.

Benefits

• Health, Dental & Vision
• Fertility Benefits
• Professional Development Fund
• Relocation Benefits
• Paid Parental Leave
• Paid Time Off
• Compassionate Sick and Bereavement Leave
• Volunteering Days
• Employee Referral Program
• Monthly Commuter Stipend