Customer Support Associate

Country Supplier LLC; Idaho; On-site; USD 36,000 - 52,000; Full time

Job summary

Country Supplier LLC in Idaho is seeking a Customer Support Associate to deliver prompt, friendly help to customers across phone, email, and chat. You will troubleshoot issues, answer questions, and collaborate with internal teams to resolve concerns.

The role requires quick learning, attention to detail, and a customer-first mindset, with opportunities to grow product knowledge through training and to advise customers on features and upgrades.

Qualifications

• High school diploma or equivalent; a college degree is a plus.
• 1-2 years of customer service or support experience.
• Proficiency in CRM software, email, and chat tools; basic computer skills.

Responsibilities

• Respond to customer inquiries through phone, email, and chat promptly and professionally.
• Listen to customer needs, clarify questions, and provide accurate information about products and services.
• Assist customers in resolving issues, escalating complex cases as needed.
• Troubleshoot product or service-related issues and document interactions for future reference.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Maintain up-to-date knowledge of products and policies; participate in training.
• Educate customers about features, upgrades, or services they may benefit from.
• Build positive relationships and advocate for customers internally.
• Collaborate with technical support, product development, and billing to resolve concerns.
• Record interactions and outcomes in the CRM; report trends for improvement.

Skills

CRM proficiency

Communication skills

Empathy

Problem solving

Education

High school diploma

College degree optional

Tools

CRM software

Job description

Primary Purpose

The Customer Support Associate provides prompt, friendly, and efficient support to customers, ensuring they have a positive experience with the company’s products or services. This role involves responding to customer inquiries, troubleshooting issues, and working collaboratively with internal teams to resolve customer concerns. The ideal candidate is a quick learner, detail-oriented, and dedicated to enhancing the customer experience.

Essential Duties and Responsibilities

1. Customer Assistance:
   • Respond to customer inquiries through various channels (phone, email, chat) promptly and professionally.
   • Listen to customer needs, clarify questions, and provide accurate information about products and services.
   • Assist customers in resolving any issues they encounter, escalating complex cases as needed.
2. Issue Resolution:
   • Troubleshoot product or service-related issues to identify and implement solutions.
   • Document customer interactions and solutions provided for future reference and quality improvement.
   • Follow up with customers to ensure their issues are fully resolved and they are satisfied with the solution.
3. Product Knowledge and Expertise:
   • Maintain up-to-date knowledge of company products, services, and policies to effectively assist customers.
   • Participate in training sessions and workshops to expand product knowledge and improve customer service skills.
   • Use expertise to educate customers about additional features, upgrades, or services they may find beneficial
4. Customer Relationship Building:
   • Build positive relationships with customers by providing friendly and efficient service.
   • Actively listen to customer feedback and identify opportunities for enhancing customer satisfaction.
   • Be an advocate for the customer, communicating their needs and suggestions to internal teams.
5. Internal Collaboration and Communication:
   • Work closely with other departments, such as technical support, product development, and billing, to address and resolve customer concerns.
   • Share customer feedback with relevant teams to improve products, services, or support processes.
   • Participate in team meetings to discuss common issues, new product updates, or process improvements.
6. Reporting and Documentation:
   • Accurately record customer interactions and outcomes in the CRM system.
   • Track and report common customer issues to identify trends and areas for improvement.
   • Participate in regular performance reviews and training to improve personal and team performance.

Other Duties and Responsibilities

• Comprehensive knowledge of the products Country Supplier sells.
• Perform daily cleaning – such, but not limited to, vacuuming, replacing full trashes with new trash bags, and sweeping.
• Other duties assigned as needed.

Qualifications

• High school diploma or equivalent; a college degree is a plus.
• 1-2 years of experience in customer service or support, preferably in a similar industry.
• Proficiency in CRM software, email, and chat tools; basic computer skills; knowledge of the company’s products or services is an asset.
• Strong communication and interpersonal skills, empathy, patience, and the ability to remain calm under pressure.
• Resourceful, with the ability to think on one’s feet and provide quick, effective solutions to customer issues.