Customer Support Specialist

Customer Support Specialist

Duration: immediately – (potentially 9-12 months)
Hours: Monday – Friday – contact center hours are 8AM - 7PM EST. The position would be primarily designated to the 8AM – 5PM shift. However, we would be looking for a candidate that has flexibility to shift work hours to cover phones as needed.

You will be working onsite in Cleveland, Ohio.

To be considered for this position, candidates must be a U.S. citizen, permanent resident or green card holder and have resided in the U.S. for a minimum of three consecutive years.

Position Summary
Acts as an intermediary between agencies and to facilitate revenue collections and enhance the customer experience by providing timely, high quality customer support across multiple Services products and services. Requires an individual well-versed in critical thinking and decision making to decipher the ambiguous needs of the agency user. Is responsible for a variety of tasks including navigating users through current and new system features & function, escalate and address issues as needed, create and update documentation as needed, and proactively share customer feedback. The position objective is to provide a positive customer experience that will continue to enhance the relationships between agencies.

Essential Accountabilities
• Provides tier 1 customer support via telephone, email, text and live chat.
• Delivers prompt, effective and professional solutions to customer problems or inquiries. Troubleshoots issues across multiple platforms related to system features, functionality, connectivity and availability and escalate when appropriate.
• Encourages customers to leverage online resources to enhance understanding and experience.
• Assumes ownership of customer issues and follows-up on issues not resolved with first contact.
• Assists other technical and operations support teams in providing root cause analysis.
• Manages customer`s personal information in a confidential and secure manner per policy.
• Communicates customer feedback/insight to product, technical & operations support teams.
• Identifies and implements process improvements to enhance support functions, efficiency and effectiveness.
• Contributes to and maintains the customer support function operational knowledgebase.
• Participates in business line meetings, provides recommendations based on customer insight and creating and documentation for the customer support team.
• Coordinate data collection as needed.
• Performs other duties as assigned or requested by management.
• Adheres to the attendance policies through regular and prompt attendance.

Education and Experience
• Bachelors Degree preferred with 3+ years of work experience or experience

Knowledge and Skills
• Strong communications skills both verbal and written.
• Strong listening and analytical skills.
• Able to build strong internal and external customer relationships and deliver customer centric solutions.
• Able to manage a high volume of repetitive customer contacts.
• Capable of identifying and/or recommending continuous improvement opportunities within the team to drive optimization.
• Process driven with strong attention to detail.
• Able to work as an individual contributor to related projects with some guidance.
• Strong in Microsoft Office.
• Experience using telephony, applications and support systems to manage high volumes of customer contacts.

Physical Demands and General Working Conditions
This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Must be legally authorized to work in the US without sponsorship for employment visa status now or in the future.

Please no third-party recruiting agencies.