Customer Support Specialist

About the role

We are seeking a proactive and detail-oriented Customer Support Specialist to join our growing team in Grand Rapids, MI. The ideal candidate will serve as a key liaison between our clients and internal teams, ensuring timely and effective resolutions to customer inquiries and issues. You will play a critical role in maintaining our reputation for excellence in service and client satisfaction.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Identify and resolve product or service issues efficiently.
• Maintain accurate records of interactions and transactions.
• Collaborate with cross-functional teams to escalate and follow up on complex issues.
• Monitor customer feedback and report trends to management.
• Contribute to the development and refinement of support processes and documentation.
• Maintain a high level of professionalism and empathy in all customer interactions.

Qualifications

• High school diploma or equivalent; associate or bachelor's degree preferred.
• Minimum of 1-2 years of experience in customer service or a related field.
• Strong verbal and written communication skills.
• Problem-solving mindset with the ability to multitask.
• Familiarity with CRM systems and support tools is a plus.
• Excellent time management and organizational skills.
• Ability to work independently and in a team environment.

Additional Information: Benefits

• Competitive salary ($60,000 - $65,000/year)
• Opportunities for professional growth and internal advancement
• Comprehensive training and onboarding
• Health, dental, and vision insurance
• Paid time off and holidays
• Supportive and collaborative work culture
• Skill development programs and workshops