Customer Service Specialist

Job DescriptionJob Description

We are seeking to bring on an experienced Customer Support Specialist, with professional people-person with patience and problem-solving skills to join our team! This position is an opportunity to elevate the customer experience by providing phone, email, and walk-in support to clients in troubleshooting an appliance issue, scheduling repair service, or purchasing a part.*We will consider candidates with less than one year of experience, for the right fit*

Company Overview: High-end boutique appliance and home remodeling firm that caters to home builders and developers (residential & commercial) throughout Westchester & Fairfield County offering top of the line luxury home appliances and outdoor products. In addition to our strong business ethos, we pride ourselves on the quality and longevity of our customer relationships.

• Schedule: Monday - Friday / 8:30 am - 5:00 pm (no weekends/holidays)
• Salary: $40k - $55k / $20.00 - $25.00+ per hr. (DOE)
• Location: Stamford, CT

Position Overview: Someone that is reliable, organized, customer service focused, with excellent communication skills (verbal/written) to correspond with established & new clients via telephone or email. This role is for someone who is a problem-solver, that can ask the appropriate question(s) to better understand the issue or pain point of the client regarding a variety of high-end appliances offered. This information will then be relayed to internal team members to expedite the turnaround time if the issue can’t be resolved by the Customer Service Specialist. This position reports to the Service Manager and Customer Support Lead.

Here’s a little more about what you’ll do:

• Efficiently field high volume of incoming phone calls while troubleshooting with clients to resolve their issues over the phone.
• Take ownership of, escalate, and follow through on service issues that are emergency or high need. Identify concierge clients and expedite the resolution of their service issues.
• Update and maintain accurate service records to provide a complete service history for clients.
• Follow-up with customers to confirm that their service was completed to their satisfaction and solicit feedback. Share that feedback with the Customer Service team as it pertains to future referrals.
• Assist with parts lookup, ordering, receiving and inventory checks, as needed.
• Support the sales team by screening calls for service-related issues, checking customer service history, and taking ownership of service
• Additional responsibilities as needed, especially in support of filing claims for warranty service and invoicing for paid service.

What you should have:

• Exceptional organizational skills and time-management focus with a high-level capacity to multitask and prioritize
• Excellent attention to detail and problem-solving skills
• Excellent written and oral communication skills
• Ability to prioritize customer problems and allocate resources accordingly
• Ability to empathize with the customer’s situation while remaining patient and calm with frustrated clients and tricky support cases
• Ability to receive and follow direction
• Intermediate proficiency in Microsoft Office Suite
• High School Diploma or equivalent required

Company DescriptionHigh-end boutique appliance and home remodeling firm that caters to home builders and developers (residential & commercial) throughout Westchester & Fairfield County.Company DescriptionHigh-end boutique appliance and home remodeling firm that caters to home builders and developers (residential & commercial) throughout Westchester & Fairfield County.]]>