Product Support Customer Specialist

$35,100 - $35,100/Yr

Nessy Learning - Fort Worth, TX

Full-time

Fort Worth, TX

11-50 employees

About the position

As a Product Support Customer Specialist at Nessy Learning, you will be responsible for a variety of front-facing duties that are essential to maintaining customer satisfaction and ensuring a positive experience with our products. Your primary role will involve interacting with customers through email and phone, where you will need to uphold a high level of professionalism and represent the organization positively. This position requires you to be the first point of contact for customers, addressing their inquiries and concerns effectively and efficiently. In this role, you will respond promptly to customer inquiries via email and handle incoming calls regarding account issues, product problems, service questions, and general client concerns. It is crucial to maintain a professional demeanor while establishing a positive rapport with each customer. You will also be responsible for updating customer information in the Support Portal and CRM according to company protocols, ensuring that all interactions are documented accurately. You will work closely with the management team to stay informed about product knowledge and any changes in company policies or marketing campaigns. Your ability to maintain a positive, empathetic, and professional attitude toward customers at all times will be key to your success. Additionally, you will be tasked with acknowledging and resolving customer complaints, processing orders, refunds, and requests, and keeping detailed records of customer interactions, transactions, comments, and complaints. Your role will also involve communicating and coordinating with colleagues as necessary, providing feedback on the efficiency of the customer support process, and ensuring overall customer satisfaction. A physical aspect of the job includes maintaining Amazon inventory by shipping cases of books, which requires the ability to lift 30lb boxes.

Responsibilities

• Respond promptly to customer inquiries via email.
• Answer incoming customer calls regarding account issues, product problems, service questions, and general client concerns.
• Maintain a high level of professionalism with clients and establish a positive rapport with each customer.
• Update customer information in the Support Portal and CRM as per company protocols.
• Work with the management team to stay updated on product knowledge and changes in company policies or marketing campaigns.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Communicate with customers through various channels.
• Acknowledge and resolve customer complaints.
• Gain knowledge of Nessy products to answer customer questions effectively.
• Process orders, refunds, and requests.
• Keep records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer support process.
• Ensure customer satisfaction and provide professional customer support.
• Maintain Amazon inventory by shipping cases of books, requiring the ability to lift 30lb boxes.

Requirements

• Proven experience in customer support with excellent English communication skills.
• Proficiency in data entry and phone etiquette.
• Ability to analyze customer needs and provide effective solutions.

Benefits

• Paid time off