fbpx
(603)485-7951 sales@e-closing.com

Customer Support Specialist

JOB TITLE: Customer Support Specialist

DEPARTMENT: Customer Support

REPORTING TO: Customer Support Specialist Manager

STATUS: Non-exempt

SUMMARY:

The Customer Support Specialist is responsible for assisting clients and responding to their inquiries regarding the use of the E-Closing software.

 IMARC, INC CORE VALUES

  • Be supportive of each other
  • Always be moving forward
  • Do the right thing, even when no one is looking
  • Work as one team towards a common goal
  • Have fun and embrace your inner child
  • Let your smile be heard
  • Strive for understanding
  • Be authentic – Be yourself – Be real
  • Find opportunity in every challenge
  • Communicate openly and honestly
  • Create experiences worth talking about
  • Have empathy and be caring

ESSENTIAL FUNCTIONS:

  • Ability to work from ___8__ a.m. to ___5__ p.m. Monday through Friday.
  • Must be personable, positive, and a professional representative of the Company.
  • Regular consistent attendance is required, which could include attendance at after hour Company events.
  • Answers incoming customer calls regarding product problems, service questions, and general client concerns
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
  • Respond to support request emails in a timely and professional manner.
  • Update customer information in the customer service database during and after calls.
  • Know how to access and troubleshoot document-related issues.
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
  • Have a solid understanding of the E-Closing Software.
  • Impact the company’s bottom line by problem-solving and turning frustrated clients into repeat customers.
  • Assure customer privacy and confidentiality at all times and in all areas of the job.
  • Ability to accept supervision.
  • Ability to foster, develop, and maintain professional and collaborative working relationships. Must be able to get along with others, i.e., peers, supervisors, outside customers, and vendors.
  • Ability to interact effectively and professionally with all levels of management, employees, and customers by email, phone, and in person.
  • Ability to work overtime as requested and approved by the supervisor.
  • Perform other duties as assigned by the supervisor.

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED:

  • High school diploma with previous customer service experience.
  • Consistently deliver superior client support.
  • Ability to make decisions and conduct research to resolve issues for customers while maintaining customer satisfaction.
  • Ability to learn the E-Closing software.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Ability to prioritize and handle multiple projects.
  • Strong attention to detail and organizational skills.
  • Proficient in Microsoft Office Suite and Outlook.

PHYSICAL/MENTAL DEMANDS:

  • Ability to use general office equipment (e.g. computer, phone, copy/fax machine, calculator) with or without the use of reasonable accommodation.
  • Ability to perform under pressure and be flexible with disruptions throughout the workday.
  • Must be able to work approved and requested overtime, by supervisor.
  • Repetitive and continual typing motion is required.

Sedentary work: Exerting up to ­­­20 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.  Sedentary work involves sitting a majority of the time.  Walking and standing are required, occasionally. 

The above statements reflect the principal function and most significant duties of the job, and shall not be construed as a detailed description of all the work requirements that are inherent in the job.

Request a Demo