Customer Support Specialist I

Overview

Eagleview is hiring a quality-focused Customer Support Specialist I to join our supportive and fun team. The Customer Support Specialist I will answer questions over email, and live webchat about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers concerns with a focus on first-call resolution. We focus on training from the beginning and give our workforce members the tools they need to succeed long-term. EagleView is a dynamic, growing company with tremendous opportunities for motivated employees. Join our Customer Support team and learn about our business from the ground up. The sky is the limit!

Responsibilities

• Answer emails, and chats from potential customers and existing clients
• Quickly assess customer issues to provide accurate support
• Explore and understand customers needs and exceed their expectations
• Complete all required trainings and stay informed about company news, department processes, and procedures
• Maintains a high standard of professionalism with our customers
• Can adhere to department performance goals and production standards
• Able to work independently while knowing how/when to handle or escalate critical customer issues
• Maintain individual performance relative to traceable metrics and quality standards in relation to department goals and objectives
• Able to execute Tier One responsibilities such as order entry, basic account management, and post-delivery support tasks with coaching
• Other duties as assigned

Qualifications

• Must be at least 18 years of age
• High School Diploma or equivalent (GED)
• Minimum of 1 year of Customer Service experience
• Able to work in a fast-paced environment and easily pivot with changing business needs
• Proficient with Microsoft Office Suite (Excel, Outlook, Word)
• Must be computer savvy and able to navigate multiple applications simultaneously
• Able to work under pressure and remain flexible to changing schedules and demands
• Strong verbal and interpersonal communication skills
• Must be detail-oriented, organized, and able to multi-task
• Capable of managing challenging customers and building rapport
• Able to de-escalate issues efficiently and appropriately
• Possess strong problem-solving and analytical skills
• Able to collaborate with and contribute to a team environment
• Must be able to work independently with minimal supervision
• Other duties as assigned
• Weekend Availability on Sat & Sun a MUST.

Company Provided Equipment:

• Desktop
• (2) Monitors
• Docking Station
• Webcam
• Headset
• Mouse

Recommendations:

• Wired ethernet connection

Preferred Qualifications:

• Familiarity with CRM software; Salesforce
• Previous experience in a remote role
• Previous experience in a call center environment.