Employee-Owned Customer Support Specialist

Crystal Flash; Grand Rapids (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

Crystal Flash is seeking a Customer Support Specialist in Grand Rapids, MI to serve as a primary contact for customers via phone, email, chat and more. You will process orders, resolve inquiries, maintain records, and support operations with a strong focus on customer satisfaction.

You will collaborate with Operations, Dispatch, Credit, Billing, Sales, and Service teams, ensuring accurate documentation and timely responses. A high school diploma and solid MS Office/CRM skills are required.

Qualifications

• High School Diploma or GED required.
• Customer service, call center, retail, administrative, or related experience preferred.
• Intermediate to advanced experience with computers and Microsoft Office applications including Outlook, Word, Excel, and Teams.
• Experience using multiple computer systems, databases, and software applications simultaneously.
• Excellent communication, interpersonal, and organizational skills.
• Ability to work independently as well as part of a team while promoting a positive work environment.
• Strong written and verbal communication skills with a professional demeanor.
• Ability to manage multiple priorities and maintain accuracy in a fast-paced environment.
• Ability to build rapport with customers through empathy, responsiveness, and patience.
• Strong problem-solving and decision-making skills.
• Commitment to delivering exceptional customer experiences and achieving performance goals.

Responsibilities

• Manage inbound and outbound customer interactions via phone, email, chat, and other communication channels.
• Handle customer complaints with urgency, empathy, professionalism, and a goal of achieving satisfactory resolutions.
• Utilize multiple systems and tools to address service, billing, account, payment, and delivery inquiries while maintaining accurate customer records.
• Assist customers with order placement, account modifications, delivery requests, payment arrangements, and service changes.
• Address safety concerns, including gas leaks and emergency calls, calmly and professionally while following established safety procedures.
• Process customer payments and maintain accurate account documentation.
• Perform physical inventory, reconcile inventory, track Bills of Lading (BOLs), and perform data entry and auditing activities as assigned.
• Maintain accurate customer account information and ensure all documentation is complete and up to date.
• Research and resolve account discrepancies by working collaboratively with internal departments.
• Educate customers regarding products, services, pricing programs, payment options, delivery schedules, and account management tools.
• Assist customers with Customer Portal registration, mobile app access, paperless enrollment, and notification preferences.
• Conduct outbound customer outreach, including thank-you calls, customer follow-up calls, retention activities, and customer satisfaction initiatives.
• Support company projects involving customer data validation, account cleanup, and customer communication initiatives.
• Follow established call handling procedures and customer service standards.
• Achieve and maintain quality assurance standards including greeting, account verification, problem resolution, protocol compliance, call center etiquette, and call closure.
• Meet and maintain customer support scorecard goals and performance expectations.
• Support departmental goals and company initiatives designed to improve customer satisfaction, retention, and operational efficiency.

Skills

Customer service

Communication

Microsoft Office

CRM systems

Multitasking

Teamwork

Problem solving

Education

High School Diploma or GED

Tools

CRM systems

Microsoft Office

Job description

Crystal Flash is seeking a Customer Support Specialist in Grand Rapids, MI to serve as a primary contact for customers via phone, email, chat and more. You will process orders, resolve inquiries, maintain records, and support operations with a strong focus on customer satisfaction.

You will collaborate with Operations, Dispatch, Credit, Billing, Sales, and Service teams, ensuring accurate documentation and timely responses. A high school diploma and solid MS Office/CRM skills are required.