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Customer Success Specialist

Date Posted: 1/13/2021

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Job Description

The Customer Support Specialist (CSS) processes inbound customer service requests and inquires via phone, e-mail and Internet portals. The CSS is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company provided services as well as communicating effectively with team members within the customer operational department. 

Essential Functions: 
*    Provides timely and accurate information to inbound customer service requests 
*    Processes customer service requests according to established department policies and procedures 
*    Provides timely feedback to the company regarding service failures or customer concerns 

Day to Day Activities: 
*    Answer incoming phone calls, manage E-mail and other web-based systems (Portals) 
*    Enter Service Requests into SharePoint based ticket system 
*    Enter Orders into CRM (Caesar) 
*    Schedule services with service partners 
*    Follow up throughout the life of existing tickets - confirm resolution 
*    Update different Portals with status of Service Requests 
*    Outbound confirmation calls and emails 
*    Report escalations to Escalation Management Team 
*    Keep the customer informed about Ticket status 
*    Administrative tasks as needed 

*    Customer/Client Focus - Passion for Customer Care 
*    Problem Solving/Analysis - Focus and enthusiasm to solve customer issues 
*    Time Management - Strong organizational skills 
*    Call Management - Call forwarding, conference calls 
*    Communication Proficiency - Ability to communicate effectively, verbally and in writing with supervisors, employees, customers, employees and business partners 
*    Teamwork Orientation - Able to work with others in a productive way 
*    Ability to multitask 
*    Ability to think logically 

Preferred Education and Experience: 
*    Bachelor's degree 
*    2+ years of experience in a professional setting 
*    Customer service experience in high-volume call center 
*    Computer experience 
*    Knowledge of industry related terms, concepts, and technologies

We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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Job Snapshot

  • Employee Type:Full-Time
  • Location:Atlanta, GA
  • Job Type:Other
  • Experience:Not Specified
  • Education:Not Specified
  • Date Posted:1/13/2021
  • Contact: Adriana Thompson (678) 385-3578
  • Pay Range: $13.00 - $15.00 Hourly
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Job Reference: JO-2101-106399