Customer Support Specialist 2 | On site | Angeles

Req ID: 5094
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Customer Support Specialist 2 who will be working with Connext's Client in the United States of America.

What's in it for you?

• 25% Night Differential

• Perfect Attendance Bonus

• Mid-year Bonus!

• Competitive compensation

• Life insurance

• HMO Insurance

• Great company culture

What is the job?

The Customer Service Specialist 2 is responsible in supporting prospective and existing customers by providing product guidance, order assistance, troubleshooting support, and customer service throughout the purchasing journey.

Responsibilities:

• Respond to customer inquiries through phone, email, SMS, chat, and voicemail in a professional and empathetic manner.
• Provide product guidance, including selection, measurements, installation requirements, and ordering processes.
• Develop strong knowledge of company products, policies, and procedures to provide accurate customer support.
• Assist customers with troubleshooting questions related to products, orders, shipping, and installation concerns.
• Explain product options and solutions clearly to help customers make informed decisions.
• Review customer measurements, photos, order history, and communication records to identify issues and determine next steps.
• Process and review orders using Shopify, NetSuite, or similar systems.
• Follow up with customers regarding missing measurements, approvals, photos, and required information.
• Maintain accurate customer records and documentation throughout the order process.
• Coordinate with internal teams to ensure smooth order fulfillment.
• Take ownership of customer concerns and drive issues through resolution.
• Conduct outbound follow-ups with prospective customers who have expressed interest but have not completed purchases.
• Support customer conversion by providing helpful information and addressing questions without applying aggressive sales pressure.
• Escalate complex concerns appropriately when needed.

Qualifications:

• Minimum of two (2) years of experience in customer service, customer support, order management, or related customer-facing roles.
• Experience with Gorgias, Aircall, Shopify, NetSuite, Microsoft Teams, Word, and Excel preferred.