Service Support Specialist

Tier1usa; Frederick, Northern (MD, KY); Hybrid; USD 25,000 - 29,000; Full time

Benefits offered by this job

Insurance

Job summary

LIVunLtd Systems in Frederick, MD is seeking a Service Support Specialist to handle customer inquiries via calls, emails, web and technician requests. You will be trained across the service support operations and customer journey, using Salesforce to manage cases and KPI tracking.

The role is hybrid, with proximity to Frederick, MD. You will monitor inbound communications, update customer information in Salesforce, perform data entry, confirm service calls, and help maintain KPI reporting while

Qualifications

• Must have High School Diploma or GED.
• Experience with Salesforce CRM is preferred but not required.
• Strong communication and problem-solving abilities.

Responsibilities

• Answer inbound calls from customers, technicians, and vendors.
• Monitor tracking and data entry.
• Follow customer success standards to minimize handoffs.
• Adhere to Salesforce CRM best practices for case follow-up.
• Validate and update customer information in Salesforce.
• Make outbound calls to confirm scheduled service calls.
• Input new customers into Salesforce.
• Maintain KPI reports daily.
• Receive parts in warehouse.
• Receive purchase orders in Salesforce.
• Handle RMAs to manufacturers and suppliers.

Skills

Communication

Interpersonal Skills

Multitasking

HS Diploma

Salesforce Experience

Education

High School Diploma or GED

Tools

Salesforce CRM

Job description

As a Service Support Specialist, you will be responsible for taking care of LIVunLtd Systems customer success standards, the incoming calls/emails, web and technician requests. As a Service Support Specialist, you will be trained in all aspects of the service support operations and the customer journey. LIVunLtd Systems uses an advanced and customized Customer Relations Management /Enterprise Resource Planning (CRM/ERP) system "Salesforce" to manage its operations and key performance indicators (KPI's). Through this system, we achieve operational excellence and communicate as one team to execute on our brand promises.

This is a hybrid role. You should be proximal to Fredricks, MD.

ESSENTIAL RESPONSIBILITIES

• Answer inbound calls from customers, technicians, and vendors.
• Monitor tracking and data entry.
• Follow customer success standards to minimize handoffs as it relates to providing assistance to customers, vendors, and employees.
• Follow best practices with Salesforce CRM functionality and case follow-up standards to ensure customer success.
• Validate and Update customer information in Salesforce CRM system.
• Make outbound calls to confirm scheduled service calls when needed
• Input new customers into Salesforce CRM system.
• Maintain positions KPI's and reports daily.
• Receiving Parts in Warehouse
• Receiving Purchase Order into Salesforce CRM System
• Retuning Parts handling RMA’s to Manufacturers and Suppliers

SKILLS AND QUALIFICATIONS

• Ability to communicate effectively
• Strong interpersonal skills and problem-solving ability
• Ability to multitask
• High School Diploma or GED
• Experience with Salesforce CRM system preferred but not required

BENEFITS

• A fun, friendly, professional working environment
• Insurance

Job Type: Full-time

Hourly Wages: $18 - $21 depending on experience

LIVunLtd is an equal opportunity employer. Since 1983 LIV has built a business focused on user experience, its employees, and our loyal customers. We have employed and surrounded ourselves with the top talent in the industry and constantly focus on innovation and growth for the company and our culture. The specific examples in each section are not intended to be all-inclusive; they represent the typical elements and criteria considered necessary to perform. Other job-related duties may be assigned and could require work outside of duties listed. This description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; “at will” employment

remains.

For more information regarding our career opportunities, please visit our website. All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the UnitedStates