Customer Relations Specialist: IV (Lead)

  • Apertus Partners
  • Charlotte NC, Charlotte, North Carolina, United States
  • Jan 11, 2019
Contract to Hire Customer Service

Job Description

Apertus Partners is seeking a qualified Customer Relations Specialist. The ideal candidate will be tasked with the following:

Responsibilities:

- Acts as the brand advocate for all customers

- Directly interact with our valued customers every day

- Ensures that customers receive the best service possible via email correspondence by responding to comments concerning sales and support issues in a timely, friendly, and professional manner, to educate and create positive connections with our customer community

- Maintain the highest level of professionalism while managing sensitive customer and client details

- Demonstrate empathy while providing thoughtful and prompt responses.

0Follow up frequently with customers throughout the conversations

- Research customer solutions and escalate situations when needed

- Use of Zendesk and other tools for tracking, information gathering, and/or troubleshooting

- Strive to exceed volume and quality goals

- Prior customer service/call center experience is highly desired, but not required

- Help with side projects as needed

Requirements:

- Passionate about providing excellent support

- You enjoy tackling a challenge head on and never shy away from an opportunity to learn and grow; while also understanding the importance of brand consistency

- Empathetic and perceptive

- You can identify the tone of a customer and adjust your approach accordingly

- Authentic and honest

- You're not afraid to be yourself, and you have a desire to connect with others in a genuine way

- You communicate openly and respectfully with teammates, customers alike

- Reliable and accountable

- You can adhere to a consistent work schedule

- You accept ownership over the quality of your work and take initiative to keep improving

- Creative

- You're an innovator who can think of solutions to the trickiest conundrums

- You enjoy interacting with customers and providing great service

- You are good at solving problems and clearly explaining solutions

- You thrive in a face paced, high-volume environment

- You have strong communication skills - interpersonal and written

- You have basic computer skills including having worked with Microsoft Office products

Qualifications:

- Bachelor's degree preferred but not required or equivalent experience

- 1-3 years in customer-centric industry, preferably with experience providing customer support

- Strong computer and typing skills. Particularly high level of comfort in web-based applications and navigation between tools

- Exceptional written communication skills with keen attention to detail