Customer Support Specialist — One-Touch Resolutions

Talentify; South Bend (IN); On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

401(k) with company match

Mental health coverage

Family building benefits

Paid parental leave

Associate discounts

Job summary

James Martin Vanities is seeking a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and issue resolution. You will handle calls, emails and web chats, work with other departments, and strive for quick, one-touch resolutions.

Responsibilities include answering calls, responding to emails within 24 hours, handling warranty issues and RMAs, and capturing inbound sales where applicable.

Qualifications

• 2+ years' meaningful work experience preferred.
• Strong written and verbal communication across all levels of the organization.
• Ability to identify business critical issues quickly and navigate priorities based on last minute changes.
• Must be well organized, detail-oriented and have excellent time-management skills.
• Display a high level of integrity and professionalism.
• Ability to lead and empower individuals and teams.
• Proficient in Microsoft Office 365 Suite, especially Teams and Outlook.
• Ability to handle a fast-paced call center environment.
• Solid understanding or ability to learn Cisco Unified Intelligence Center program.
• Solid understanding or ability to learn Calabrio program.
• Ability to be flexible and adaptable as this position often requires multi-tasking.

Responsibilities

• One Touch Resolutions: ensure customers are assisted with minimal interactions.
• Satisfaction survey: meet goals at or above group average.
• Phone calls: answer and assist with scenarios.
• Emails: respond within 24hrs and assist with scenarios.
• Warranty orders: resolve with the fewest items necessary.
• Return Merchandise Authorization: create RMAs for 1–90 days old orders.
• Capture inbound sales when appropriate.

Skills

Written and verbal communication

Time management

Organization/detail-oriented

Integrity and professionalism

Leadership empowerment

Identify business issues quickly

Multi-tasking

Adaptability

Tools

Microsoft Office 365 (Teams, Outlook)

Cisco Unified Intelligence Center

Calabrio

Job description

James Martin Vanities is seeking a Customer Service Representative to assist customers with pre/post-sale questions, basic installations, and issue resolution. You will handle calls, emails and web chats, work with other departments, and strive for quick, one-touch resolutions.

Responsibilities include answering calls, responding to emails within 24 hours, handling warranty issues and RMAs, and capturing inbound sales where applicable.