Customer Support Specialist
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Description
Customer Support Specialist
Position Description
Position Summary:
The Customer Support Specialist serves as a primary point of contact for Crystal Flash customers by providing exceptional customer service through phone, email, chat, and other communication channels. This position is responsible for handling customer inquiries, processing orders, resolving concerns, maintaining accurate customer records, and supporting operational functions while delivering a positive customer experience.
The Customer Support Specialist works closely with Operations, Dispatch, Credit, Billing, Sales, Service, and other internal departments to ensure customer needs are met efficiently and professionally. This position plays a critical role in customer retention, account maintenance, safety awareness, and supporting the overall customer experience.
Team members support Crystal Flash's mission, vision, and values by demonstrating integrity, safety, customer service, teamwork, open communication, financial responsibility, and environmental stewardship.
Essential Duties and Responsibilities
- Manage inbound and outbound customer interactions via phone, chat, email, and other communication methods.
- Handle customer complaints with urgency, empathy, professionalism, and a goal of achieving satisfactory resolutions.
- Utilize multiple systems and tools to address service, billing, account, payment, and delivery inquiries while maintaining accurate customer records.
- Assist customers with order placement, account modifications, delivery requests, payment arrangements, and service changes.
- Address safety concerns, including gas leaks and emergency calls, calmly and professionally while following established safety procedures.
- Process customer payments and maintain accurate account documentation.
- Perform physical inventory, reconcile inventory, track Bills of Lading (BOLs), and perform data entry and auditing activities as assigned.
- Maintain accurate customer account information and ensure all documentation is complete and up to date.
- Research and resolve account discrepancies by working collaboratively with internal departments.
- Educate customers regarding products, services, pricing programs, payment options, delivery schedules, and account management tools.
- Assist customers with Customer Portal registration, mobile app access, paperless enrollment, and notification preferences.
- Conduct outbound customer outreach, including thank-you calls, customer follow-up calls, retention activities, and customer satisfaction initiatives.
- Support company projects involving customer data validation, account cleanup, and customer communication initiatives.
- Follow established call handling procedures and customer service standards.
- Achieve and maintain quality assurance standards including greeting, account verification, problem resolution, protocol compliance, call center etiquette, and call closure.
- Meet and maintain customer support scorecard goals and performance expectations.
- Support departmental goals and company initiatives designed to improve customer satisfaction, retention, and operational efficiency.
Key Responsibilities
- Manage inbound and outbound customer interactions through phone, email, chat, and other communication channels.
- Provide exceptional customer service while resolving inquiries, concerns, and account issues.
- Process customer orders, account updates, service requests, and payment inquiries.
- Maintain accurate customer records and documentation within company systems.
- Coordinate customer needs with Operations, Dispatch, Credit, Billing, Sales, and Service departments.
- Support customer retention efforts through proactive customer outreach and relationship building.
- Educate customers on available services, payment options, customer portal access, mobile app functionality, and paperless solutions.
- Maintain compliance with company policies, procedures, safety requirements, and regulatory standards.
- Achieve established customer service, quality assurance, and productivity goals.
- Promote Crystal Flash's mission, values, and commitment to customer satisfaction. Maintain compliance with company policies, pricing guidelines, safety requirements, and regulatory standards.
- Promote Crystal Flash's mission, values, and commitment to exceptional customer service.
Qualifications
- Strong customer service and problem-solving skills.
- Excellent verbal and written communication abilities.
- Comfortable using Microsoft Office applications including Outlook, Word, Excel, and Teams.
- Experience working with CRM systems, customer databases, and business software applications.
- Ability to work in multiple software systems simultaneously.
- Strong organizational and time management skills.
- Ability to maintain confidentiality and data integrity.
- Strong attention to detail and accuracy.
- Ability to remain calm and professional during difficult customer interactions.
- Self-motivated and able to work with minimal supervision.
- Ability to learn and adapt to changing business processes and technology.
- Ability to work effectively in a team-oriented environment.
Reports to: Customer Support Manager
Location: Crystal Flash Bulk Plants: Hamilton, Lawrence and Newaygo
Schedule: Monday-Friday: 8:00am-5:00pm, occasional Saturdays
Position Classification: Full-Time, Hourly, Non-Exempt
Travel Requirements: None. This position is office-based and all customer interactions are conducted through phone, email, virtual meetings, and internal systems.
General Requirements, Education and/or Experience:
- High School Diploma or GED required.
- Customer service, call center, retail, administrative, or related experience preferred.
- Intermediate to advanced experience with computers and Microsoft Office applications including Outlook, Word, Excel, and Teams.
- Experience using multiple computer systems, databases, and software applications simultaneously.
- Excellent communication, interpersonal, and organizational skills.
- Proficient with technology applications including email, internet browsers, search engines, and data management systems.
- Ability to work independently as well as part of a team while promoting a positive work environment.
- Strong written and verbal communication skills with a professional demeanor.
- Ability to manage multiple priorities and maintain accuracy in a fast-paced environment.
- Ability to build rapport with customers through empathy, responsiveness, and patience.
- Strong problem-solving and decision-making skills.
- Commitment to delivering exceptional customer experiences and achieving performance goals.
Competencies:
CF Image: Maintains a professional appearance and demeanor while presenting a positive image of Crystal Flash to customers and the public.
Communication: Communicates clearly and professionally through phone, email, chat, and written correspondence while actively listening and seeking understanding.
Conflict Management: Resolves customer concerns professionally, remains calm under pressure, and works toward mutually beneficial solutions.
Customer Accounts: Maintains customer account integrity through accurate processing, documentation, payment handling, and account maintenance.
Customer Engagement: Demonstrates empathy, ownership, accountability, and commitment to customer satisfaction.
Flexibility: Adapts positively to new methods, procedures, priorities, and changing business needs.
Recordkeeping: Maintains accurate customer records, transactions, documentation, and system updates.
Resilience: Maintains a positive attitude, handles stressful situations professionally, and accepts coaching and feedback.
Self-Management: Prioritizes work effectively, meets deadlines, and works independently with minimal supervision.
Reasoning: Uses sound judgment and critical thinking to solve customer and operational issues.
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Work Environment
Primarily office-based work environment. Frequent use of computers, telephones, headsets, and standard office equipment. Regular sitting, speaking, listening, typing, and viewing computer screens. Ability to occasionally lift up to 20 pounds.
Primarily office-based work environment. Frequent use of computers, telephones, headsets, and standard office equipment. Regular sitting, speaking, listening, typing, and viewing computer screens. Ability to occasionally lift up to 20 pounds.
Ability to operate office equipment requires manual dexterity and hand-eye coordination.
Professional office environment with multiple team members. Noise level is generally moderate.
Disclaimer
The statements contained in this job description are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify responsibilities and requirements as business needs dictate.