Customer Service Specialist

Role overview

Customer service duties

• Respond to inquiries by phone, email, chat, and other channels; handle account updates, order status, product feedback, password assistance, and billing concerns.
• Resolve customer issues using analysis, policies, and procedures, including assessment of contract terms and downstream impacts.
• Meet brand and service standards, log and classify customer requests, and maintain accurate customer information with cross-functional teams.
• Support field representatives with account maintenance and customer support.
• Identify additional product and service opportunities and refer qualified leads to Sales.
• Review customer feedback, identify operational improvements, and support risk mitigation.

Required qualifications

• Experience in customer service, customer support, or a related role.
• Strong written and verbal communication, problem-solving, and analytical skills.
• Able to manage multiple priorities and deadlines, resolve customer issues independently, and make sound decisions.
• Experience with account maintenance, billing inquiries, contract discrepancies, and account reconciliation.
• Able to work effectively with internal and external stakeholders at different levels.

Preferred qualifications

• Experience supporting complex products, services, or high-value accounts; CRM or customer case management system knowledge.
• Ability to provide basic to intermediate technical support and troubleshoot customer issues.
• Experience identifying sales opportunities and collaborating with Sales.
• Continuous improvement experience, including reviewing customer feedback and enhancing processes; adaptable to new technologies and processes.

Work arrangement

• The posting describes a flexible hybrid model for office-based roles, typically 2–3 days per week in the office depending on the role.
• Employees may work from anywhere for up to 8 weeks per year under the stated flexibility policy.

Benefits and development

• The company describes flexible vacation, mental health days, wellbeing resources, retirement savings, tuition reimbursement, employee incentive programs, and volunteer opportunities.
• Career development includes continuous learning, skills development, and Grow My Way programming.

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