SERVICE SUPPORT SPECIALIST – FORT WORTH, TX

As a Service Support Specialist, you will be responsible for taking and resolving the next level escalated customer calls to ensure all issues are addressed in an efficient and effective manner while providing solutions to ensure customer satisfaction. Must have good customer service skills and computer skills.

LOCATION: Fort Worth, TX 76137

SCHEDULE: 8:00am-4:30pm or 8:30am-5:00pm

BENEFITS: Healthcare, Dental, Vision, Term Life, Short Term Disability etc.

• This role also provides coaching and support to both internal and external customers.
• Receives incoming phone calls and emails from Internal/External customers concerning orders, improperly placed orders, customer inquiries, complaints, and requests.
• Uses judgment and decision-making skills to evaluate the issue and its impact and either proposes efficient and effective solutions that minimize the negative effect and provide timely and professional resolution or escalates issues to other business departments for prompt resolution.
• Maintains status of Work in Progress, completed work, and other Order Information.
• Utilizes customer fulfillment processes and tools to perform internal requests.
• Utilizing knowledge of internal product offerings identifies whether orders can be sourced internally.
• Enters orders as needed and keeps supervisor and manager apprised of operational issues requiring escalation to other areas of the business.

QUALIFICATIONS:

• High School diploma or general education degree (GED), some college preferred.
• 2 years of customer service experience.
• Familiar with Microsoft Office and Outlook.
• Knowledge of computer systems, Windows, technology platforms, web browsing, product knowledge and customer service policies and procedures.
• Bilingual Spanish Preferred but not necessary.