Customer Support Representative

Description

Provide support to current and potential customers via phone, email, and chat. Provide coaching and encouragement to coordinators on running and growing their program, using our online ordering website and inventory management tools. Work with organization families on overall program questions, account set up, website ordering, and product support. Provide internal support to the fulfillment department to help correct issues with orders before they leave the building. 

Requirements

DUTIES AND RESPONSIBILITIES:

• Manage large amounts of incoming calls, emails, and chats.
• Act as the voice of the company by providing oral and written support to customers.
• Resolve customer problems by understanding the customer complaint/issue, determining the cause, and resolving the customer issue in a timely fashion. 
• Exhibit good problem solving skills to help identify underlying issues and resolve them, and/or seek appropriate help by reporting the issue for further trouble shooting. 
• Build positive relationships with customers by going the extra mile and becoming a trusted resource.
• Take on a sales role by promoting our tools and resources during customer interactions. 

PERSONAL REQUIREMENTS:

• Must be comfortable working with computers and be willing to learn and use our online tools and internet-based applications.
• Proficient in Microsoft tools including Excel, Outlook, Teams and Word
• 1+ years of prior customer service experience 
• Strong written, verbal, and active listening skills.
• Customer oriented, with the ability to adapt and respond to different types of characters.