Customer Support Specialist

Customer Support Specialist

700Credit is the industry leader in providing cutting-edge credit and compliance solutions to the automotive sector. As the largest provider in the field, we are passionate about innovation, growth, and delivering the best for our clients. 700Credit is a dynamic, exciting place to work. We hire exceptional people and every one of them is empowered to think independently, to take initiative as an employee and to be innovative. 700Credit offers an excellent compensation/benefit package.

700Credit is searching for a highly motivated Customer Support Specialist to join our team in Southfield, MI. As a Customer Support Specialist, you are a key contributor in delivering an exceptional support experience to our end users. As a member of the Support team, you will be responsible for diagnosing issues and providing timely resolutions for our customers. Ensuring that each interaction results in a clear, effective, and professional solution is critical to maintaining a high level of customer satisfaction. You will use your problem-solving skills and technical knowledge to troubleshoot and resolve common issues such as username and password problems, website navigation challenges, and other user support needs. Your ability to communicate technical solutions in a user-friendly manner will ensure a smooth and positive experience for every customer. This role is essential to the continued success of 700Credit's expansion efforts and will have a direct impact on achieving company goals.

Responsibilities

• Provide front-line customer interaction and support: Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions.
• Diagnose and resolve technical issues efficiently: Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality.
• Document all customer interactions accurately: Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation.
• Escalate complex issues to appropriate teams: Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner.
• Perform follow-up communication and callbacks: Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed.
• Manage case queue and meet performance goals: Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction.
• Stay current on system updates and processes: Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support.
• Collaborate with cross-functional teams: Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution.
• Promote customer retention through solutions: Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships.
• Identify potential leads for the sales team: Recognize and relay potential sales opportunities uncovered during support interactions.
• Participate in after-hours support coverage: Provide support outside of standard business hours as required to ensure continuous customer assistance.

Preferred Skills & Experience

• 1 to 3 years of experience in a client-facing or customer service role
• High school diploma or equivalent required; Bachelor's degree preferred
• Demonstrated ability to stay focused and manage multiple priorities effectively
• Strong team player with the ability to work independently when needed
• Excellent interpersonal and client relationship-building skills
• Experience with case management systems and CRM tools is a plus
• Comfortable working in a structured, performance-driven environment with a commitment to high ethical standards
• Exceptional verbal and written communication skills
• Confident and professional phone presence