Community Support Specialist

Job Description

REQUIREMENTS

• Demonstrated excellent customer service experience.
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Ability to work well in a fast-paced environment.
• Ability to work flexible hours.
• High school diploma or equivalent.
• Minimum of 1+ years customer service experience.
• Clean driving record.

RESPONSIBILITIES

• Interacts with customers via telephone and email to provide support and information on products or services.
• Monitors status of property wide service via web-based software notification program.
• Opens and prioritizes trouble tickets, keeping systems up to date and organized.
• Takes inbound support calls and emails from customers regarding issues with their internet services.
• Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff.
• Dispatches and assigns repair requests to technicians. Coordinates and ensures follow up with customers.
• This role is a liaison to other internal departments.
• Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
• Performs other related duties as assigned.

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