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Mindlance · 3 days ago

Customer Support Representative II - Customer Support

Johnston, IA

Full-time

Onsite

New Grad, Entry Level

$18.78/hr - $18.78/hr

0+ years exp

Mindlance is a company seeking a Customer Support Representative II to provide frontline support for product-related inquiries. The role involves responding to customer questions, processing orders, and ensuring customer satisfaction through effective communication and problem resolution.

Human Resources

No H1B

Responsibilities

Provide advanced product/service information and respond to complex customer questions about the product/service

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required

Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints

Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities

Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements

Provide exceptional service to customers to encourage continued use of the organization's products/services

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media

Qualification

Customer service experienceInterpersonal communicationsConflict resolutionMicrosoft Office proficiencyTroubleshooting skillsConsumer software experienceResearch skillsWritten communicationVerbal communicationNegotiation skills