Customer Support Rep

Fullbay; Phoenix, Northern (AZ, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Fullbay is seeking a Customer Support Representative to handle incoming calls, provide product and service information, and troubleshoot customer issues with accuracy and efficiency.

The role focuses on delivering excellent service standards, responding promptly to inquiries, and maintaining high customer satisfaction in line with Fullbay policies.

Qualifications

• Experience using MS Office and Google Suite.
• Familiarity with CRM systems.
• Proven track record of achieving quotas.
• Strong phone handling and active listening skills.
• Excellent verbal and written communication.
• Customer-focused with adaptability.
• Troubleshooting and problem solving.
• Strong interpersonal skills with patience and empathy.
• Able to multitask and manage time.

Responsibilities

• Handle large volumes of incoming calls following Fullbay procedures.
• Generate sales leads and identify customer needs to drive satisfaction.
• Engage customers and build sustainable relationships through clear communication.
• Maintain records of customer interactions and process accounts.
• Provide accurate information using proper resources and tools.
• Meet personal and team customer service and call quotas.
• Address feedback and resolve complaints within time limits.
• Troubleshoot issues when information is insufficient to resolve.

Skills

MS Office

Google Suite

CRM systems

Quota attainment

Phone handling

Verbal communication

Written communication

Multitasking

Time management

Data entry

Education

High School Degree or equivalent

Tools

CRM systems

Job description

The Customer Support Representative handles incoming customers calls, serves as a liaison providing product/services information, and troubleshooting and resolving any emerging problems customer accounts might face with accuracy and efficiency. This role is responsible for ensuring excellent service standards are in place, responding efficiently to customer inquiries and maintaining high customer satisfaction in accordance with Fullbay policies and procedures.

Primary Duties & Responsibilities:

• Manages large amounts of incoming calls while following Fullbay communication procedures, guidelines and policies.
• Generates sales leads.
• Takes the extra mile to engage customers by identifying and assessing customers’ needs to achieve satisfaction.
• Builds sustainable relationships and trust with customer accounts through open and interactive communication.
• Ensures excellent service standards, responds efficiently to customer inquiries and maintain high customer satisfaction
• Provides accurate, valid and complete information by using the appropriate resources, methods/tools.
• Completes expectations of position in order to meet established personal/customer service team sales targets and call handling quotas.
• Handles customer feedback and complaints, provides appropriate solutions and alternatives within the time limits; follow to ensure resolution.
• Troubleshoots and investigates if there is not enough information to resolve customer complaints
• Keeps records of customer interactions, process customer accounts and file documents.
• Performs other duties as assigned.
  

Minimum Education & Work Experience:

• High School Degree or equivalent
• Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position

Key Skills and Qualifications:

• Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.
• Familiarity with CRM systems and practice
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening skills
• Excellent communication (both verbal and written) and presentation skills
• Customer service focussed with the ability to adapt/respond to different types of characters
• Troubleshooting and problem solving ability
• Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.
• Ability to multitask, prioritize, and manage time effectively
• Proficiency with 10-key typing and data entry.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.