Customer Support Specialist

Essential Duties & Responsibilities

• Respond to a high volume of customer inquiries
• Provide accurate information about services, policies, and procedures
• Troubleshoot customer issues and guide them through appropriate solutions or escalate to relevant departments
• Maintain composure and efficiency in fast-paced environments with back-to-back customer interactions
• Identify trends in customer issues and report them to management or relevant departments
• Takes and delivers messages or transfers calls to voice mail when appropriate personnel is unavailable
• Answers questions about the organization and provides callers with addresses, directions, and other information
• Complete word processing, graphical, spreadsheet and database assignments as requested
• Compiling, formatting, editing, and revising reports and presentations
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Maintain reliable internet/service connection to perform job duties
• Book travel arrangements as needed; prior experience booking travel preferred
• Experience with Concur or similar travel and expense platforms preferred
• Travel requirement: This job does not require travel.

Education & Experience

• High school diploma or equivalent (Bachelor’s degree preferred)
• Proven experience in a customer support or customer service role, preferably in a high call volume environment
• Proven experience booking travel arrangements and completing expense reports
• Excellent verbal and written communication skills
• Ability to multitask, stay organized, and manage time effectively under pressure
• Patience and strong problem-solving abilities
• Comfort with working in a structured environment with performance metrics
• Bilingual or multilingual capabilities preferred

This job description should not be considered all-inclusive. It is merely a guide of expected duties. The employee understands that the job description is neither complete nor permanent and may be modified at any time. At the request of their supervisor, an employee may be asked to perform additional duties or take on additional responsibilities without notice. This is a safety-sensitive position and may be subject to additional compliance requirements.