Customer Service Specialist

Position Summary:
We are seeking a dedicated and tech-savvy Customer Service Specialist to join our team. This role is essential in providing high-quality support for our clients by assisting with various service tasks, including processing refunds, coordinating dispatch services for on-site technicians, managing follow-up tickets, and responding to customer inquiries. As a Managed Service Provider (MSP), we support multiple clients across diverse sectors, making adaptability and strong problem-solving skills critical to success in this position. The ideal candidate will be able to efficiently handle customer interactions, collaborate with internal teams, and act as a backup for other customer service roles as needed.  This is a Full Time Position.

Key Responsibilities:

1. Refund Processing:
   • Accurately review and process refunds for multiple client accounts, ensuring compliance with each client’s policies.
   • Address refund-related inquiries and provide clear, prompt communication to customers.
2. Dispatch Coordination:
   • Coordinate and schedule on-site technician services as requested, managing all dispatch logistics.
   • Communicate effectively with technicians, clients, and internal teams to ensure timely service delivery.
3. Follow-up Ticket Processing:
   • Manage follow-up tickets for open issues, track ticket status, and ensure timely resolution.
   • Escalate tickets to the appropriate team or level if needed to maintain customer satisfaction.
4. Customer Inquiry Response:
   • Respond to a variety of customer inquiries via phone, email, and other channels, providing helpful and accurate information.
   • Actively listen to customer needs and provide a positive experience by addressing concerns in a timely manner.
5. Backup Support for Team Roles:
   • Serve as a backup for other customer service roles, stepping in to assist with high volumes or coverage as needed.
   • Cross-train on key tasks performed by other roles within the department to maintain continuity of service.

Qualifications:

• Technical Proficiency:
  • Familiarity with CRM, ticketing systems, and other customer service software.
  • Ability to quickly learn and adapt to various technology tools and platforms.
• Customer Service Skills:
  • Strong communication skills with a focus on professionalism, clarity, and empathy.
  • Proven ability to handle multiple client accounts with discretion and adaptability.
• Organizational Skills:
  • Detail-oriented with strong organizational abilities for managing scheduling, ticketing, and follow-ups.
• Problem-Solving Ability:
  • Ability to troubleshoot and resolve customer issues with minimal supervision.
  • Flexible and quick-thinking, able to manage unexpected changes or demands.

Preferred Experience:

• 2+ years of experience in customer service, particularly within a Managed Service Provider or technical support environment.
• Previous experience in a dispatch or scheduling role is a plus.