CX Specialist

Socket.dev; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive salary

Growth opportunities

Collaborative environment

Benefits package

Job summary

Socket.dev in Atlanta, GA is seeking a customer care specialist to deliver outstanding service across phone, email, and live chat, partnering with business clients to resolve issues, enter and track orders, and build lasting customer relationships in a fast-paced setting.

You will respond professionally, troubleshoot and escalate when needed, maintain accurate CRM data, and collaborate with teammates to meet service level targets while upholding a high standard of communication and

Qualifications

• Minimum of 3 years of customer service or support experience, preferably in a high-volume, business-to-business (B2B) environment.
• Experience in a call center or support environment handling 70-100+ customer contacts per day via phone, email, and/or live chat.
• Strong verbal and written communication skills with excellent listening and problem solving abilities.
• High attention to detail and accuracy, especially in data entry and order processing.
• Proficient in Microsoft Office, especially Excel, and comfortable working in CRM/ERP systems.
• Ability to manage time effectively, prioritize tasks, and stay organized in a fast-paced setting.
• Team-oriented, dependable, and receptive to feedback and learning.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Assist customers with order placement, product details, pricing, order status, and general support needs.
• Accurately enter and maintain customer and order data in the CRM/ERP system.
• Troubleshoot and resolve issues efficiently while ensuring a positive customer experience.
• Build trust and rapport with customers by demonstrating product knowledge and responsiveness.
• Collaborate with team members to share best practices and support team goals.
• Keep clear and organized records of all customer interactions, cases, and resolutions.

Skills

Customer service

Communication skills

Time management

Attention to detail

Phone & live chat support

Tools

CRM/ERP systems

MS Excel

MS Office

Job description

JOB SUMMARY:

This role is key to delivering outstanding customer experience across multiple channels including phone, email, and live chat. You'll work closely with our business clients to provide timely assistance, resolve issues, enter and track orders, and build lasting customer relationships. This position is perfect for someone who thrives in a fast-paced, team-oriented environment and is passionate about helping others.

RESPONSIBILITIES:

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Assist customers with order placement, product details, pricing, order status, and general support needs.
• Accurately enter and maintain customer and order data in the CRM/ERP system.
• Troubleshoot and resolve issues efficiently while ensuring a positive customer experience.
• Build trust and rapport with customers by demonstrating product knowledge and responsiveness.
• Collaborate with team members to share best practices and support team goals.
• Keep clear and organized records of all customer interactions, cases, and resolutions.

QUALIFICATIONS:

• Minimum of 3 years of customer service or support experience, preferably in a high-volume, business-to-business (B2B) environment.
• Experience in a call center or support environment handling 70-100+ customer contacts per day via phone, email, and/or live chat.
• Strong verbal and written communication skills with excellent listening and problem solving abilities.
• High attention to detail and accuracy, especially in data entry and order processing.
• Proficient in Microsoft Office, especially Excel, and comfortable working in CRM/ERP systems.
• Ability to manage time effectively, prioritize tasks, and stay organized in a fast-paced setting.
• Team-oriented, dependable, and receptive to feedback and learning.

PHYSICAL REQUIREMENTS:

• Regular use of computers, telephones, and other standard office equipment.
• Ability to remain seated for extended periods during shift.
• Visual acuity to perform data entry and read product information.
• Continually utilize visual acuity to use the keyboard and read technical information.
• Frequently required to lift/push/carry items up to fifty pounds.

WORK SCHEDULE:

• Standard office hours with potential for overtime during peak periods.

WHAT WE OFFER:

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and development.
• A collaborative and supportive work environment
• Comprehensive benefits package.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.