Customer Support Specialist - Military veterans preferred

Location: Agawam, MA

Job Summary: We are seeking a dedicated and customer-focused Customer Support Specialist to join our team. The ideal candidate will be responsible for providing exceptional customer service, resolving customer inquiries, and ensuring a positive customer experience. This role requires strong communication skills, excellent problem-solving abilities, and a passion for helping others.

Key Responsibilities:

• Customer Service: Respond to customer inquiries via phone, email, and live chat, providing timely and accurate information.
• Issue Resolution: Troubleshoot and resolve customer issues, escalating complex cases to higher-level support as needed.
• Product Knowledge: Maintain a thorough understanding of the company's products and services to effectively assist customers.
• Documentation: Accurately document customer interactions and issues in the customer support system.
• Feedback Collection: Gather customer feedback and provide insights to improve products and services.
• Collaboration: Work closely with other departments, including sales, marketing, and product development, to ensure a seamless customer experience.
• Training: Participate in ongoing training and development to stay current with industry trends and best practices.
• Quality Assurance: Ensure all customer interactions meet the company's quality standards and guidelines.
• Other Duties: Perform other customer support-related tasks as assigned by the supervisor.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Proven experience in customer support or a related role.
• Strong communication and interpersonal skills.
• Excellent problem-solving and troubleshooting abilities.
• Proficiency in customer support software and tools (e.g., Zendesk, Salesforce).
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Ability to handle stressful situations with professionalism and patience.

Benefits:

• Competitive hourly wage.
• Comprehensive health, dental, and vision insurance.
• Paid time off and holidays.
• Opportunities for professional development and career advancement.
• Supportive and collaborative work environment.

Equal Employment Opportunity Statement: Sound Seal is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.