Customer Support Specialist

Atlantic Group; Reading (MA); On-site; USD 42,000 - 58,000; Full time

Job summary

Atlantic Group in Reading, MA is seeking a customer service representative to handle inbound inquiries, provide product and order information, and assist with issue resolution. You will document interactions, follow scripts, and collaborate with Sales, Quality, and Operations to ensure customer satisfaction.

The role requires strong communication skills, problem-solving ability, and proficiency with CRM systems and MS Office.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in a call center or customer service environment preferred.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Professional, patient, and composed handling challenging interactions.
• Comfortable with computers, CRM systems, call center software, and Microsoft Office.

Responsibilities

• Respond to inbound customer calls and inquiries professionally and promptly.
• Provide accurate information regarding products, services, orders, and account status.
• Identify customer needs, troubleshoot, and resolve or escalate as needed.
• Document interactions and resolutions accurately in systems.
• Follow call handling procedures, scripts, and company policies.
• Manage high volume calls with accuracy and attention to detail.
• Conduct outbound calls to follow up on inquiries, orders, or service requests.
• Coordinate with internal departments to resolve concerns.
• Escalate complex or urgent issues to appropriate teams.
• Maintain confidentiality of sensitive information.
• Meet performance expectations for call quality, response time, and customer satisfaction.
• Identify recurring issues and communicate trends to management.
• Support additional customer service and administrative activities.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Professional demeanor

CRM experience

MS Office

Education

High school diploma or equivalent

College coursework or degree preferred

Tools

CRM systems

Call center software

Microsoft Office

Job description

Atlantic Group in Reading, MA is seeking a customer service representative to handle inbound inquiries, provide product and order information, and assist with issue resolution. You will document interactions, follow scripts, and collaborate with Sales, Quality, and Operations to ensure customer satisfaction.

The role requires strong communication skills, problem-solving ability, and proficiency with CRM systems and MS Office.