Customer Support Representative

Description

We’re looking for a team member to serve as the first point of contact for client requests while delivering excellent customer service. The Customer Service Representative (CSR) ensures prompt processing of incoming requests through appropriate resolution avenues.

Core Responsibilities:

• Collect and translate client requests via telephone and email into standardized formats for dispatch to team members.
• Communicate schedules via telephone and email with customers and vendors,
• Document work performed in WorkSmart's ticketing and documentation systems.
• Ensure existing tickets are processed and dispatched to technicians, as necessary.

Requirements

• Demonstrate impeccable customer service and communication skills (written and verbal)
• Ability to multi-task and prioritize work
• Basic knowledge and understanding of the IT and service industry

You'll also need:

• Excellent communication (written and oral) skills
• Excellent documentation and record-keeping skills
• The desire and ability to learn new technology

This is a hybrid position. Employees will work both on-site and remotely.

Benefits

This is a full-time position with excellent benefits.

• Health, Dental, and Vision insurance
• Short- and Long-Term Disability, plus Basic Life, at no cost to you
• 401(k) with corporate match
• Wellbeing reimbursement
• Up to 4 paid days per year for volunteer activities

Core Values

Our core values define our culture and how we approach working with clients, hiring new teammates, and rewarding each other, and they even allow us to consider when someone is not a good fit. We all use these core values as a filter through which we make decisions. By embodying these values as an organization and as individuals, we will continue to grow and succeed.

Do the Right Thing

• Choose the right thing, even when it’s hard
• Opt for flexibility when it makes things better
• Bring both heart & hustle

Put People First

• Care about the person behind the screen
• Show compassion
• Cultivate collaboration

Own It

• Be the start of the solution
• Bring the right people in
• Commit to the outcome

Be Curious

• Ask questions in tough situations
• Seek to understand diverse perspectives
• Try new things; embrace uncertainty

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Last updated on Oct 18, 2024