Customer Support Specialist

Job Title: Sales Customer Support Specialist

Reports To: SCS Supervisor

FLSA Status: Full-Time, Non-Exempt

Department: Sales Customer Support

Position Summary: The Sales Customer Support Specialist is responsible for representing the company at the first level of contact and must present a professional demeanor. In addition, the Sales Customer Support Specialist will be responsible for handling all inbound and outbound calls to determine whether or not they need to be connected with a sales consultant or if they are an existing client in need of additional assistance. The main goal of the position is to provide superior customer service to all new and existing clients.

Responsibilities/Duties:

• Handle all inbound and outbound calls/emails pertaining to SMTN clients

• Accurately respond to inbound emails in a timely manner

• Accurately set up new leads

• Assist with VES payment verifications

• Complete 90 Day follow up process with existing clients

• Ensure that all new clients have been contacted and understand the Terms of Service

• Answer all calls in a timely, efficiently, and knowledgeable manner

• Accurately answer questions and address concerns from owners, vendors, and brokers

• Update and analyze file tracking system notes

• Contact owners regarding the status of their ad and make necessary changes

• Offer exceptional customer service

• Verify SMTN Perks on all SMTN transactions

• Maintain and update files accordingly

• Meet daily and weekly quotas/goals

• Regular and consistent attendance

• Any additional duties that may be assigned to meet business needs

Key Skills/Qualifications:

• Minimum of 1 year sales & customer service/call center or related experience

• High School Diploma or equivalent level of education

• Highly motivated, goal oriented

• Capable of articulating professionally to customer

• Ability to effectively manage time, a strong sense of urgency applied to all tasks

• Must be able to effectively analyze and interpret information

• Possess strong reading comprehension and written communication skills

• Strong attention to detail

• Proven internet and computer software skills

• Proper note taking ability

• Able to work flexible hours, including evenings, weekends, and holidays