Clark Service Group is seeking a Customer Support Specialist to answer inbound customer calls and emails. They will be responsible for answering company inquiries, addressing customer complaints, and facilitating service requests. The Customer Support Specialist will also contact current customers to perform customer satisfaction surveys.


DUTIES:

  • Answer all incoming emails and phone calls in a timely manner (two rings for calls or fifteen minutes for emails); disperse calls to appropriate departments as necessary.

  • Determine and record the priority level of each incoming service request based on the customer and type of equipment.

  • Evaluate the location of each service request and forward the request to the appropriate dispatcher based on the dispatcher’s service area.

  • Fill out the “New Customer Form” for all customers not listed in the Clark Service Group database; forward all forms to our Customer Support Team Lead.

  • Accurately communicate the services available from Clark Service Group, Clark Retail Solutions, and Clark Fire Protection.

  • Perform customer satisfaction follow-ups as assigned.

  • Maintain a pleasant and positive attitude when dealing with high-stress and escalated customer situations.

  • Provide outstanding customer service to customers and internal teammates.

  • Perform other duties as assigned.

  • Promote a positive work environment and company culture.


QUALIFICATIONS:

  • High School Diploma or equivalent.

  • Customer service experience.

  • Excellent written and verbal communication skills.

  • Flexible, proactive, and self-motivated.

  • Conflict resolution skills.

  • Comfortable communicating difficult messages.

  • Good judgment and problem-solving skills.

  • Understanding of commercial food service equipment or previous experience working in a food service establishment is a plus.

 

LOCATION
Lancaster, PA

EMPLOYMENT TYPE
Full-time

DEPARTMENT
Contact Center

BENEFITS
• Weekly pay
• Paid holidays & PTO
• Paid parental leave
• Referral incentives
• Medical, dental & vision
• Prescription drug coverage
• Gym reimbursement
• Advancement opportunities
• Flexible 401K with matching
• Volunteer opportunities
• And more

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