Hybrid Customer Support Specialist (Case Lifecycle)

ABB Inc.; Richmond (VA); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

ABB in Richmond, VA is seeking a Customer Service Representative to provide support services, creating and managing cases across the lifecycle. You will engage with internal and external customers by phone and email, handle urgent requests, and ensure timely, compliant service delivery.

The role operates in a Hybrid work model, with opportunities to grow in a supportive environment. A High School diploma and 2+ years of customer service are required, along with US work authorization.

Qualifications

• High School Diploma or GED.
• At least 2 years of customer service experience in a service organization with call center experience.
• Candidates must already have work authorization that would permit them to work for ABB in the US.

Responsibilities

• Create and process all field service cases in accordance with Case Life Cycle procedures for both telephony and email case creation.
• Process and Deliver Cases to ABB customers in a timely manner.
• Manage urgent customer requests.
• Initiate creative solutions to meet expectations and ensure the processes are in compliant with ISO 9001:2015 requirements.
• Manage a changing workload and foresee processing difficulties in advance.
• Communicate with customers in a precise and professional manner via phone and email.
• Escalate support issues/requests to appropriate individual(s)/team(s) based on current guidelines.

Skills

Customer service

Education

High School Diploma or GED

Job description

ABB in Richmond, VA is seeking a Customer Service Representative to provide support services, creating and managing cases across the lifecycle. You will engage with internal and external customers by phone and email, handle urgent requests, and ensure timely, compliant service delivery.

The role operates in a Hybrid work model, with opportunities to grow in a supportive environment. A High School diploma and 2+ years of customer service are required, along with US work authorization.