Customer Support Representative

National Checking Company; Centennial (CO); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Disability Insurance

401(k) with match

PTO

Job summary

Always Food Safe is seeking a full-time Customer Support Representative to respond to customer inquiries and assist with sales support. This team-focused role requires effective communication with internal teams and relationship-building with customers and multiple third-party vendors.

The position involves order placement, troubleshooting, and guiding customers through products and promotions, using CRM systems (Salesforce).

Qualifications

• Two-year associate degree in communications, business, or a related field preferred.
• Two years of experience in customer service supporting digital products.
• Excellent listening, communication and collaboration skills.
• Experience with CRM systems; Salesforce experience a plus.
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams).
• Ability to learn new software quickly; bilingual English/Spanish a strong plus.

Responsibilities

• Answer calls, assist with order placement, and resolve inquiries promptly.
• Troubleshoot issues by asking targeted questions to identify causes.
• Maintain and update logs and records related to the role.
• Guide customers through product offerings and promotions.
• Analyze customer needs and recommend suitable products or services.
• Facilitate sales of products per customer needs and input data into Salesforce.
• Handle email outreach to potential business accounts and multi-channel communication.

Skills

Active listening

Communication

Collaboration

Bilingual English/Spanish

Education

Associate degree (communications/business/related)

Tools

CRM systems

Salesforce

Microsoft Office

Job description

Job Title: CUSTOMER SUPPORT REPRESENTATIVE

Department:Always Food Safe

Location:6422 S Quebec Street, Centennial, CO [On-site training, Hybrid position]

Reports To:Customer Support Team Lead

Schedule:40 hours per week, Mon–Fri, as arranged with Manager

Salary:$50,000 – $55,000 per year [depending on experience]

Specific compensation is determined based on experience, qualifications, location, and internal equity__considerations.

Annual Bonus;5% target of earned base salary, based on [individual / team / company] performance

Benefits Offered:Health Insurance (medical, dental, vision), Life Insurance, Disability Insurance, 401(k) with match, PTO

POSITION SUMMARY

Always Food Safe is a growing company looking for a full-time Customer Support Representative to respond to customer inquiries and assist with sales support. This is a team-focused position that will require effective communication with internal team members as well as relationship-building with customers and multiple-third party vendors.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The core tasks this role is responsible for performing on a regular basis.

• Answer calls, assist with order placement, and achieve timely query resolution by following company standards and maintaining premium quality of services.
• Perform troubleshooting, asking questions to identify and understand customer issues.
• Complete and update a variety of record logs related to this position.
• Assist and guide customers through product and service offerings (including providing greater details regarding promotions and advertisements).
• Analyze the client’s requirements and recommend products, plans, or services to match their needs.
• Facilitate sales of all products and services according to the customers’ needs.
• Track potential customers by inputting data into Salesforce.
• Email potential business accounts as requested.
• Multi-task between multiple communication channels including phone (Vonage), email (Salesforce Cases), live chat (Salesforce Omni-Channel), and Microsoft Teams.
• Collaborate and build relationships virtually with outside customer service and sales, third-party vendors, and other organizations in a similar industry.
• Assist in projects assigned by the manager, including but not limited to document translation and accreditation projects.

QUALIFICATIONS / SKILLS / ABILITIES

The credentials and experience required to be considered for this role. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

AFS will train the right candidate to excel at this opportunity.

• Two-year associate degree in communications, business, or a related field (preferred).
• Two years of experience in customer service supporting digital products.
• Exceptionally effective listening, communication and collaboration skills.
• Experience working with CRM systems and other digital tools. Able to learn new software quickly. Salesforce experience is a plus.
• Proficient in Microsoft Office (Word, Excel, Outlook, and Teams).
• Excellent multi-tasking and prioritization will be essential for this role.
• Self-motivated and comfortable working with little supervision.
• Have the willingness to consultatively sell, providing value-added solutions.
• Receptive to constructive feedback and committed to continued learning.
• Comfortable working across departments and with external partners.
• Bilingual, fluent in English and Spanish is a strong plus.

CRITICAL SKILLS

The knowledge, technical abilities, and competencies most essential to success in this role — what separates a great performer from an adequate one.

• Technical troubleshooting: Ability to investigate unfamiliar issues, identify potential causes, and determine appropriate next steps or escalation paths.
• Analytical thinking: Ability to connect information across systems and processes to understand problems that may involve the LMS, online proctoring, ecommerce, or third-party integrations.
• Sound judgment: Ability to assess urgency, recognize limitations, and determine when to resolve an issue independently versus involving another team.

WHAT SUCCESS LOOKS LIKE

The outcomes that show you’re excelling in this role.

• Customer issues are resolved efficiently, with appropriate follow-up and clear communication throughout the process.
• Technical issues are documented and escalated with the relevant details needed to support investigation and resolution.
• Recurring customer problems and opportunities to improve support processes are identified and communicated to the appropriate teams.
• The representative develops increasing independence and product knowledge, contributing to a more effective and responsive customer and sales support team.