Experienced Remote Customer Support Specialist – Delivering Exceptional Service in Hearing Care Solutions

Introduction to Workwarp Imagine being part of a pioneering company that is revolutionizing the hearing care industry with innovative solutions. At Workwarp, we are dedicated to enhancing the lives of our customers through exceptional service and cutting-edge products. As a leader in our field, we are seeking a highly motivated and customer-focused Customer Support Specialist to join our dynamic team. This is an extraordinary opportunity to make a significant impact and be part of a company that values excellence, innovation, and customer satisfaction. Job Overview As a Customer Support Specialist at Workwarp, you will play a vital role in delivering exceptional service to our customers through various support mediums, including phone, fax, mail, and email. Your primary objective will be to ensure a hallmark of excellence in customer satisfaction and support, resolving problems, and maintaining client databases and customer profiles. If you are a customer-centric individual with a passion for providing outstanding support, we encourage you to apply for this exciting opportunity. Key Responsibilities As a Customer Support Specialist , your key responsibilities will include: Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles Maintain a high inbound call answer rate (75-80 calls a day avg) Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems Redirect complex or specialized concerns to the appropriate team for follow-up when applicable Investigate and resolve problems related to the shipment of products, returns, credits, and orders Communicate company policies and pricing per price and policy guide Perform day-to-day responsibilities, including: Answering a high volume of inbound calls on a daily basis (60+) Assisting with billing questions, pricing, and warranty inquiries Assisting with order status and tracking inquiries Assisting with backorder management for sales territory Assisting with web services Assisting with case management for sales territory Assisting with customer account and contact maintenance for sales territory Handling customer complaints with a sense of urgency and seeing through to a satisfactory resolution Working cross-functionally to ensure an effortless customer experience Essential Qualifications To be successful in this role, you will need: Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience Manufacturing experience is a plus Must have 2 years SAP experience Effective written and verbal communication skills Ability to adapt to a variety of situations Strong typing proficiency and computer skills Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface Preferred Qualifications While not essential, the following qualifications are desirable: Previous experience in the hearing care industry Knowledge of customer relationship management (CRM) software Experience with troubleshooting and resolving complex customer issues Strong analytical and problem-solving skills Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Customer-centric approach : A passion for delivering exceptional customer service and ensuring customer satisfaction Communication skills : Effective written and verbal communication skills, with the ability to adapt to different communication styles Problem-solving skills : Strong analytical and problem-solving skills, with the ability to resolve complex customer issues Time management skills : Ability to manage multiple tasks and priorities in a fast-paced environment Teamwork : Ability to work collaboratively with cross-functional teams to ensure an effortless customer experience Career Growth Opportunities and Learning Benefits At Workwarp, we are committed to the growth and development of our employees. As a Customer Support Specialist , you will have access to: Robust Internal Career Growth opportunities : Opportunities to advance your career within the company Tuition reimbursement : Financial support for ongoing education and training Employee Assistance Program (24/7 mental health support hotline, 5 company-paid counseling sessions and more) : Support for your mental health and wellbeing Work Environment and Company Culture At Workwarp, we pride ourselves on our dynamic and inclusive company culture. As a Customer Support Specialist , you will be part of a team that values: Diversity and Inclusion : A commitment to creating a diverse and inclusive work environment Employee recognition : Regular recognition and reward for outstanding performance Work-life balance : A flexible and supportive work environment that promotes work-life balance Compensation, Perks, and Benefits As a Customer Support Specialist at Workwarp, you will be eligible for a competitive salary and a range of benefits, including: Medical, dental, and vision coverage Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts TeleHealth options 401k plan with company match Company-paid life/AD&D insurance Additional supplemental life/AD&D coverage available Company-paid Short/Long-Term Disability coverage (STD/LTD) STD LTD Buy-ups available Accident/Hospital Indemnity coverage Legal/ID Theft Assistance PTO, floating Diversity Day, and paid holidays Paid parental bonding leave Hearing aid discount for employees and family Internal social recognition platform Conclusion If you are a customer-centric individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at Workwarp, you will be part of a dynamic team that values excellence, innovation, and customer satisfaction. With a competitive salary, comprehensive benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now and take the first step towards a rewarding new role. Submit Your Application Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Apply for this job