Customer Support Specialist - (On-Site)

Open Network Exchange; Scottsdale (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Exclusive Team Member Travel Discounts

Affordable Medical Insurance

Employer Paid Dental and Vision

HSA with Company Contribution

401(k)

Life & AD&D

Pet Insurance

Covered Parking

Job summary

Open-Network-Exchange in Scottsdale, AZ is seeking a customer support professional to engage with customers, address inquiries, de-escalate concerns, and foster lasting relationships.

The role emphasizes proactive follow-up, tailoring solutions to boost satisfaction, retain customers, and upsell relevant products and services. A 2–3 year track record in support, CRM proficiency, and strong communication skills are required.

Qualifications

• 2–3 years in customer support and retention.
• High School Diploma or equivalent educational background.
• Proficiency with CRM systems and best practices.
• Exceptional phone communication and active listening.
• Knowledge of cruise sales and services preferred.

Responsibilities

• Engage with customers in a personalized manner to provide comprehensive assistance and information.
• Proactively follow up with customers to ensure ongoing satisfaction with purchases and experiences.
• Identify opportunities to enhance the customer's experience by introducing relevant products and services.
• Employ empathetic listening to swiftly address customer questions and concerns, maintaining a positive and constructive approach.
• Transform complaints into opportunities for resolution, increasing satisfaction and retention.
• Cultivate trust and strong rapport with customers through open communication.
• Deliver accurate information using appropriate methods and tools, ensuring credibility.
• Continuously educate oneself about our products to offer comprehensive support.
• Troubleshoot common issues, offering effective solutions.
• Escalate complex queries for efficient resolution.

Skills

Customer communication

Active listening

CRM familiarity

Multi-tasking

Education

High School Diploma or equivalent

Tools

CRM systems

Microsoft Office

Job description

• Location 7350 North Dobson Road,Suite 130,Scottsdale, AZ, 85256,United States

Description

Welcome to ONE!

While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology

Job Summary:

The primary focus of this role is to engage with customers, ensuring their needs are met while fostering long-lasting relationships. The ideal candidates will excel at addressing inquiries, de-escalating and resolving concerns, and proactively offering tailored solutions to enhance customer satisfaction and loyalty.

Key Responsibilities

• Engage with customers in a personalized manner to provide comprehensive assistance and information.
• Proactively follow up with customers to ensure their ongoing satisfaction with their purchases and experiences.
• Identify opportunities to enhance the customer's experience by introducing relevant products and services.
• Employ empathetic listening to swiftly address customer questions and concerns, maintaining a positive and constructive approach.
• Transform complaints into opportunities for resolution, ultimately increasing satisfaction and nurturing renewals or retention.
• Cultivate trust and strong rapport with customers through open and interactive communication.
• Deliver accurate and complete information using appropriate methods and tools, ensuring a high level of credibility.
• Continuously educate oneself about our products to offer comprehensive support during customer interactions.
• Skillfully troubleshoot common product or service issues, offering effective solutions.
• Escalate complex queries and concerns for efficient resolution.
• Embrace additional responsibilities as assigned to contribute to the team's success.

Requirements

• Demonstrated experience of 2-3 years in a customer support and retention capacity.
• High School Diploma or equivalent educational background and/or experience
• Proficiency in working with CRM systems and adhering to best practices.
• Exceptional phone communication skills, coupled with active listening abilities.
• Proficiency using Microsoft Office Suite and adept at navigating various computer programs.
• Knowledge of cruise sales and services is preferred, though not mandatory.
• Adapts to change easily
• Ability to multi-task complex scenarios with ease

Business Casual Attire:

• A business casual attire is required for this role reflecting a polished and professional appearance.

Compensation:

What we offer:

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Insurance
• Covered Parking

Office Highlights – Scottsdale, AZ

• Fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!

*Physical Requirements*

Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)

*ONE* is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.