Position Status:Full TIme

Location:Nashville, TN

POSITION SUMMARY
 
The Customer Service Specialist will provide technical and general operational support to customers via phone and e-mail. This is a Non-Exempt position.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
 
  • Answer incoming customer service calls and e-mails.
  • Escalate advanced customer inquiries or system administrator issues to the operations teams (Sr. Relationship Manager or Operations Specialists) as appropriate.
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
 
A. KNOWLEDGE/EDUCATION ANDEXPERIENCE REQUIRED
  • High school diploma or general education degree (GED); 2-3 years customer service experience in a call center environment, including 1-2 years of technical troubleshooting experience.  
  • Some college preferred.  
  • Must have an aptitude for technical issues.

 

B.  SKILLS REQUIRED
  • Individual must be able to enter data into case information while talking to the customer; work in a fast paced team environment.
  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  
  • Ability to write routine reports and correspondence.  
  • Ability to speak effectively before groups of customers or employees and organization.
  • Requires the ability to create professional e-mails.
  •   
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  
  • Ability to compute rate, ratio, and percent and to draw and interpret graphs.
 
 
 C. ABILITIES REQUIRED
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  
  • Ability to deal with problems involving several concrete variables in standardized situations.
  • Excellent communication and organizational skills.

 

CERTIFICATES, LICENSES, REGISTRATIONS
N/A
 
 
SUPERVISORY RESPONSIBILITIES
None
 
 
PHYSICAL DEMANDS
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • While performing the duties of this job the employee is frequently required to sit for long periods of time; use hands to handle or feel; reach with hands and arms; talk or hear.  
  • The employee is occasionally required to stand; walk; stoop; kneel, crouch, or crawl.  
  • No special vision requirements.
 
WORK ENVIRONMENT
  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  
  • The noise level in the work environment is usually moderate.