Customer Support & Solutions Specialist (Entry Level)

Jobtailor; Madison (WI); On-site; USD 36,000 - 48,000; Full time

Job description

• Provide professional customer support to internal and external customers via phone and written communication
• Deliver high-quality phone communication using critical thinking and problem-solving skills
• Write clear and detailed notes and instructions for each call
• Write emails, letters, and other documentation for external customers
• Submit service requests according to procedures
• Leverage resources and seek assistance with escalated situations
• Use various systems to locate information and details for each call
• Focus on customer retention through friendly, compassionate, professional, and responsive communication
• Maintain consistent performance metrics and pursue personal growth
• Contribute positively to a healthy, team-oriented culture
• Coordinate with the team to ensure coverage for incoming calls and written communication
• Complete assigned processing work, projects, tasks, and milestones by agreed deadlines
• Suggest solutions addressing immediate and future customer needs

Requirements

• Minimum: High School or GED
• Wisconsin Preneed Certification
• LOMA 280 and 290 with ACS goal
• One to two years of customer service, call center experience preferred
• Strong oral and written communication skills that convey confidence, professionalism and empathy
• Ability to follow procedures for processing and professional phone conversations as well as hold/transfer procedures
• General computer knowledge with the ability to learn NGL Systems
• Basic typing skills
• Good analytical and critical thinking skills
• Ability to work in a team environment
• Detail oriented and organized
• Ability to gather, analyze, and record information skillfully
• Ability to complete tasks while talking
• Full-time availability, Monday–Friday, 8:30am–5:00pm CST
• Ability to work in the office a minimum of two days each week, or as needed for department coverage

Core Competencies

Demonstrates strong customer service skills with a focus on effective communication, problem-solving, and critical thinking. Proficient in maintaining performance metrics and contributing to a collaborative team environment.

Highest-signal resume keywords

• Customer Service Experience
• Strong Oral And Written Communication Skills
• Wisconsin Preneed Certification
• LOMA 280 And 290
• Analytical And Critical Thinking Skills

ATS Optimization Keywords

Hard Skills

• Basic Typing Skills
• General Computer Knowledge
• Ability To Follow Procedures
• Information Gathering And Analysis
• Task Completion While Talking

Soft Skills

• Empathy
• Detail Oriented
• Organized
• Teamwork
• Professionalism

Certifications & Qualifications

• Wisconsin Preneed Certification
• LOMA 280
• LOMA 290

Industry Keywords

• Customer Retention
• Call Center
• Service Requests
• Performance Metrics
• Team-Oriented Culture

Tools & Technologies

• NGL Systems