Customer Support Specialist

Jobtailor; Albuquerque (NM); On-site; USD 30,000 - 45,000; Full time

Job summary

Jobtailor is seeking a results-driven Customer Support Specialist to respond to inquiries via phone, email, and chat, investigate complex issues, and provide accurate, personalized solutions to customers.

You will document interactions, coordinate follow-ups, coach teammates, and collaborate with internal teams to drive resolution while upholding company policies and procedures within established guidelines.

Qualifications

• High School Diploma or equivalent required.
• 18+ years old and eligible to work in the United States.
• Experience in customer service or call center preferred.
• Strong communication, problem-solving, and organizational skills.
• Ability to multitask and navigate multiple systems.

Responsibilities

• Respond to customer inquiries via phone, email, and chat
• Investigate and resolve complex customer issues and escalate cases
• Analyze customer needs and provide accurate, personalized solutions
• Document customer interactions and maintain accurate records
• Coordinate follow-up activities to ensure complete issue resolution
• Explain company policies and procedures professionally and effectively
• Escalate issues when appropriate and collaborate with internal teams to drive resolution
• Provide guidance, coaching, and support to less experienced team members
• Identify opportunities to improve processes and enhance customer experience
• Serve as a team lead and subject matter expert while working independently within established guidelines

Skills

Customer service

Problem solving

Communication skills

Coaching

Mentoring

Multitasking

Documentation

Education

High School Diploma or equivalent

Tools

Multiple Systems Navigation

Job description

• Respond to customer inquiries via phone, email, and chat
• Investigate and resolve complex customer issues and escalate cases
• Analyze customer needs and provide accurate, personalized solutions
• Document customer interactions and maintain accurate records
• Coordinate follow-up activities to ensure complete issue resolution
• Explain company policies and procedures professionally and effectively
• Escalate issues when appropriate and collaborate with internal teams to drive resolution
• Provide guidance, coaching, and support to less experienced team members
• Identify opportunities to improve processes and enhance customer experience
• Serve as a team lead and subject matter expert while working independently within established guidelines

Requirements

• Must be 18 years of age or older
• High School Diploma or equivalent education
• Must be able to submit to a pre-employment screening
• Legal authorization to work permanently in the United States without requiring visa transfer or sponsorship
• Customer service or call center experience preferred
• Strong communication, problem-solving, and organizational skills
• Ability to multitask and navigate multiple systems simultaneously
• Comfortable working within established processes and procedures
• Experience handling escalated customer concerns and complex issues
• Ability to work independently and make sound decisions
• Experience coaching, mentoring, or assisting team members preferred
• Proficiency in navigating multiple systems and maintaining accurate documentation
• Monday–Friday availability, 8:00 AM–4:30 PM

Core Competencies

Demonstrates strong customer service skills by effectively responding to inquiries and resolving complex issues while maintaining accurate documentation. Capable of coaching and mentoring team members to enhance overall customer experience and operational efficiency.

Highest-signal resume keywords

• Customer Service Experience
• Problem-Solving Skills
• Strong Communication Skills
• Coaching and Mentoring
• Multitasking Ability

ATS Optimization Keywords

Hard Skills

• Documentation Maintenance
• Issue Resolution
• Process Improvement
• Escalation Handling
• Customer Needs Analysis

Soft Skills

• Organizational Skills
• Independence
• Collaboration

Certifications & Qualifications

• High School Diploma or Equivalent

Industry Keywords

• Call Center Experience
• Customer Inquiries
• Follow-Up Activities
• Company Policies
• Pre-Employment Screening

Tools & Technologies

• Multiple Systems Navigation