Customer Support Specialist I
About Us:
Eagleview, is a leading provider of aerial imagery, property insights, and software that transforms the way people work. We hold over 300 patents and own an extensive geospatial data and imagery library encompassing 94 percent of the US population!Our company provides the most accurate data, enabling customers in the government, construction, solar, and insurance industries to make timely, informed, and better decisions.
Overview:
Eagleview, the leader in aerial imagery, is hiring a Customer Support Specialist for our department. The Customer Support Specialist will answer questions over email, live webchat, and on the phone about general account information, billing, and order statuses.Specialists are empowered to resolve almost any of our customers’ concerns with a focus on first call resolution. We focus on training from the beginning, and we give our workforce members the tools they need to succeed long-term. We are a fast paced, energetic team driven by continuous process improvement.
We’re looking for motivated, organized, and independent team members. This position requires good communication skills and the ability to quickly pick up new technologies.
Responsibilities:
- Answer inbound calls, emails, and chats from potential customers and existing clients.
- Quickly assesses customer issues to provide accurate support.
- Explores and understands customers’ needs and exceed their expectations.
- Complete all required training and stays informed about company news and department processes and procedures.
- Maintains a high standard of professionalism with our customers.
- Adheres to department performance goals and production standards.
- Able to work independently, while knowing how/when to handle or escalate critical customer issues.
- Maintains individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives.
- Ability to execute Tier One responsibilities such as order entry and basic account management and post-delivery support tasks with coaching.
- Other duties as assigned.
Qualifications:
Required Experience:
- Minimum of 1 year of Customer Service experience.
- Able to work in fast-paced environment and easily pivot with changing business needs.
- Knowledgeable with Microsoft Office Suite (Excel, Outlook, and Word).
- Computer savvy and able to navigate multiple applications at the same time.
- Able to work under pressure and remain flexible to changing schedules and demands.
- Robust verbal and interpersonal communication skills.
- Detail-oriented, organized, and able to multi-task.
- Capable of managing challenging customers and building rapport.
- Able to deescalate issues efficiently and appropriately.
- Robust problem-solving and analytical skills.
- Able to work independently with minimal supervision.
Preferred Experience:
- Working knowledge of Salesforce
EEO Statement:
This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.
The compensation offered to the successful candidate will be based on a variety of factors, including but not limited to, the candidate’s work experience, education and licenses, work-related training, key skills, the core duties of the role and its associated responsibilities, additional benefits offered, and the location where the work will be performed.