Customer Support Representative

Job Description

Job Description

Job Title: Customer Support Representative

Pay Rate: $18/hour

Location: Marlborough, MA

Duration: 6+ months, with potential for extension or permanent conversion based on business needs

Shift: Monday-Friday, 8:30 AM-5:00 PM EST (Hybrid Schedule 2 days if KPIs are met)

Job Summary:

The Customer Support Representative is responsible for providing professional, responsive, and high-quality support to customers. This position will handle incoming calls and assist with a variety of customer needs, including general product questions, troubleshooting, orders, product availability, warranty-related inquiries, and product specifications. The representative will work to understand customer needs and expectations while providing helpful, professional, and empathetic service.

Duties and Responsibilities:

• Develop a strong knowledge of products, systems, and available resources.
• Handle incoming customer calls and provide troubleshooting assistance as needed.
• Assist customers with products that may use Bluetooth, mobile applications, or Wi-Fi connectivity.
• Accurately document customer interactions and inquiries in the appropriate system.
• Escalate customer issues when additional assistance or expertise is required.
• Follow up with customers as needed to ensure their questions or concerns are addressed.
• Identify customer needs and opportunities to provide additional support.
• Properly handle and protect customer personal information.
• Meet established department performance and service goals.
• Participate in coaching and apply feedback to improve customer service and performance.

Education or Equivalent Required:

• High School diploma or equivalent.

Experience Required:

• 1-2 years of call center or customer service experience preferred.
• Experience in a position requiring regular phone communication or direct customer interaction will also be considered.

Skills Required:

• Customer service experience.
• Experience assisting customers with Bluetooth, mobile application, or Wi-Fi-connected devices preferred.
• Excellent verbal and written communication skills.
• Ability to understand and follow oral and written instructions.
• Working knowledge of Microsoft Office applications, including Word, Excel, Project, and PowerPoint.
• Ability to sit and work at a desk for extended periods of time.
• Dependable and punctual.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.
• Comfortable working in a fast-paced environment.

Physical Demands:

• Position requires continuous sitting at a desk and working on a computer for extended periods of time.

Work Conditions:

• Office-based work environment.
• Hybrid work opportunity may be available two days per week after meeting established performance requirements.