Customer Support Specialist: Solve, Support, Delight

Harvia US; Grand Rapids (MI); On-site; USD 34,000 - 52,000; Full time

Job summary

Harvia US is seeking a Customer Support Agent to provide professional, knowledgeable, and responsive support to customers across phone, email, and chat. This role is a key point of contact for questions, product support, order assistance, and issue resolution.

The ideal candidate is a strong communicator and problem solver, able to manage multiple priorities, learn technical product information, and own customer issues from first contact to resolution.

Qualifications

• Minimum 1 year customer service or support experience.
• Excellent verbal and written communication with strong active-listening and problem-solving abilities.
• Comfortable handling multiple channels (phone, email, chat) while remaining calm and professional.
• Strong computer skills; experience with CRM, ticketing, or customer support software a plus.
• Ability to multitask while maintaining accuracy and attention to detail.
• High school diploma required.

Responsibilities

• Answer and manage inbound customer phone calls, emails, and live chat inquiries in a professional and timely manner.
• Meet established performance and productivity metrics, service-level expectations, and quality standards as defined by department leadership, while maintaining a high level of customer satisfaction.
• Make outbound calls to customers for follow-ups, account updates, appointment confirmations, service inquiries, and other business needs.
• Respond to customer questions and concerns while providing accurate and helpful solutions to troubleshoot customer issues and determine the appropriate resolution or next steps.
• Maintain a positive, professional, and empathetic attitude during all customer interactions.
• Document customer interactions, issues, and resolutions accurately in the company's CRM or customer support system.
• Follow up with customers when additional information or assistance is required.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Process customer requests, account updates, orders, returns, or other transactions as required.
• Maintain knowledge of company products, services, policies, and procedures.
• Meet established customer service, quality, productivity, and response-time goals.
• Identify recurring customer issues and communicate trends or feedback to management.
• Complete new hire training program within acceptable timeframe as outlined by department leadership.
• Assist with duties as assigned.

Skills

Customer service

Communication

Multitasking

CRM

Bilingual

Education

High school diploma

Tools

CRM software

Job description

Harvia US is seeking a Customer Support Agent to provide professional, knowledgeable, and responsive support to customers across phone, email, and chat. This role is a key point of contact for questions, product support, order assistance, and issue resolution.

The ideal candidate is a strong communicator and problem solver, able to manage multiple priorities, learn technical product information, and own customer issues from first contact to resolution.