Customer Success Specialist I

Summary:  Other World Computing, Inc. (OWC) is committed to providing an exceptional customer experience, and we understand the need for a knowledgeable and accurate approach to customer contacts in order to establish a strong foundation for customer loyalty and trust. Through means of unconditional support and education, it is the Customer Success Specialist whose main task is to provide exceptional customer service for customers on phone calls, emails and live chats.

Duties and Responsibilities:

The essential purpose of this position is to answer and resolve customer questions, concerns, and issues of sales and customer service nature through phone calls, emails, and live chats while adhering the Call Center and company policy and procedures.  One can expect taking between 30-65 customer contacts a day when focusing on phone support.  One can expect taking between 60-90 customer contacts a day when focusing on live chat support. This role includes providing level 1 technical support on all products sold through

· Assisting customers calling, emailing or chatting in with support questions.

· Assisting customers calling in with inbound customer service related questions or concerns about shipping, returns, or policies.

· Responding to inbound emails from customers in a polite, professional manner providing answers to all questions and any additional information that the customer may find helpful.

· Helping customers to find the proper equipment to meet their individual needs and sets up sales orders which includes providing assistance in selecting an appropriate carrier, confirming the accuracy of the order and processing a credit card authorization.

· Creating new customers in our ERP and makes any necessary adjustments to customer accounts as needed.

· Always maintaining a professional and courteous demeanor and providing the highest level support in order to resolve any difficult situation that may arise.

· Working with Sales,, Technical Experience Representatives and other team members to provide superior service internally as well as externally.

· Any other duties that are assigned.

Supervisory Responsibilities:

This position does not have any direct reports.

Performance Assessment:

Will be based on a variety of performance indicators, including but not limited to:

· Applicable Call Center performance metrics

· Ability to answer questions and fix customer problems that are brought up

· Call, email, & Chat quality

· Demonstration of initiative for completing work

Computer Skills:

To perform this job successfully, an individual should be comfortable working on a Mac platform with proficiency in utilizing Microsoft Excel, Google Apps for Work, and able to quickly adjust to new software or tools.

Education/Experience:

· High School Diploma/GED)

· Two year college (Associate's Degree)1-3 years

· Trade or Technical School (Certificate or diploma) 3-5 years

· Four year college (Bachelor's Degree) 5+ year

· 1-2 Years of  customer service support

Knowledge, Skills and Other Requirements:

· 1-2 years customer service experience

· Level 1 Technical Support experience either irl or via phone prefered.

· Ability to independently research, troubleshoot and probe technical issues.

· Must have superior attention to detail.

· Excellent communication, listening, and problem solving skills.

· Mac Hardware/Software experience preferred.

· Ability to adapt to change and work in a fast paced, ever changing environment.

· 40 WPM or greater required and strong data entry skills helpful.

· Ability to multi-task, prioritize workload and work with a sense of urgency in order to meet the needs of business needs.

· Strong team skills and the ability to work well with others is required.

· Genuine empathy and interest in assisting others will ensure long-term stability and enjoyment.

Decision Making Authority:

At OWC, Customer Success Specialists are empowered to make exceptions to company policies as they see fit, however they are expected to present detailed reasoning demonstrating business minded decision making for doing so.