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Customer Support Specialist

Location: Charlotte, NC
Job Code: 104

Description

 

Customer Support Specialist

Technekes LLC is a data-driven marketing and sales support company that creates demand for our clients’ businesses.  We execute lead generation activities to qualify our client’s best customers and prospects and implement customer relationship programs to maximize profits for our clients.  We focus on strategy development, program implementation, customer contact services, rebate programs, business intelligence, and database management.

We generate significant bottom-line impact for our clients through greater sales, marketing efficiencies and increased ROI.  We are headquartered in Charlotte and operate a Marketing Interaction Center in Raleigh.

Technekes serves its client through the Customer Support of a line of credit used to purchase their products.  The Customer Support Specialist (CSS) will be integral to ensuring a positive and seamless experience for this client and its customers.  Furthermore, the Customer Support Specialist will serve as the “eyes and ears” of the client with its customers, collecting and seeking out opportunities to enhance and evolve the support provided to its customers.

Roles and Responsibilities:

The Customer Support Specialist (CSS) will serve on a team of individuals representing the virtual, customer facing points-of-contact for the client and its customers.  The CSS’ sole responsibility is to extend stellar service to all customers and ensure a positive experience.  Other responsibilities include:

  • Have a thorough understanding of the client’s business and program

  • Receive inbound calls and emails from the client grower and/or retailer customers

  • Respond to all emails and voicemails within 24 hours

  • Handle heavy call volume periods with high service and great attention to detail

  • Identify opportunities for efficiency gains and additional support during low call volume periods

  • Assist customers and with all matters relating to their line of credit

  • Process payments via ACH and credit card processing

  • Provide loan payoff and mailing or wiring instructions

  • If further assistance is required, provide support to customer with warm transfers to other departments within the client organization or customer follow up once further research conducted

  • If further research is required, provide customer with an estimated timeframe for follow up
    or communication

  • Document all inbound and outbound communication for metric reporting to the client

  • Merchandise weekly and monthly metrics with client stakeholders

  • Merchandise customer VOC with Customer Support Manager to share with internal stakeholders and/or other key client stakeholders

  • Escalate necessary calls to the Technekes Customer Support Manager and appropriate client stakeholders

  • Collaborate with flex staff management to prepare and ensure adherence to best practices

Technekes is seeking individuals with:

  • Ag experience growing up on a farm and/or college degree, preferably in agriculture or business

  • Strong attention to detail and sense of urgency when following up with customers

  • High professionalism and willingness to serve the customers’ needs

  • Proficiency in multiple web-based systems

  • Excellent written and verbal communication skills

  • Capacity to work under tight timelines and in team-oriented environments

 

Technekes LLC is an equal opportunity employer





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