Customer Support Specialist

Gemini Industries, Inc. - An Employee-Owned Company

Gemini Industries has a passionate belief that the companys strongest resource is its people. Gemini is an employee-owned company that seeks talented and committed employees. Our philosophy inspires employees to think like owners and pursue their dreams. Our core values emphasize integrity, responsibility, commitment, innovation, and participation- all of which set the tone for our everyday business practice. We always strive to deliver an UNRIVALED CUSTOMER EXPERIENCE in all that we do. We teach employee owners what the Pride of Ownership really means!

• Room for GROWTH
• 6% Dollar for Dollar Company 401K Match
• Discretionary Annual Stock Injection ON TOP OF 401K!
• Vacation, Health and Wellness benefits
• Eligible for Annual Incentive Bonuses
• Monday - Friday Work Schedule
• Paid Parental Leave

FOR OVER 61 YEARS GEMINI HAS BEEN IN THE BUSINESS OF EXCELLENCE

SUMMARY

The Customer Service Representative serves as the primary point of contact for customers, delivering exceptional service by responding to inquiries, resolving issues, and providing accurate information about the organization's products and services. This position plays a critical role in creating a positive customer experience, fostering customer loyalty, and supporting the organization's commitment to quality service.

DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries via telephone, email, chat, and/or in person in a professional and courteous manner.
• Provide accurate information regarding products, services, policies, procedures, and account information.
• Resolve customer concerns, complaints, and service issues promptly and effectively while maintaining a positive customer experience.
• Process orders, payments, returns, exchanges, and account updates accurately and efficiently.
• Document customer interactions and maintain accurate records using customer relationship management (CRM) and other business systems.
• Escalate complex customer issues to the appropriate department or supervisor when necessary.
• Follow established policies, procedures, and service standards to ensure consistent customer support.
• Collaborate with team members and cross-functional departments to resolve customer issues and improve service delivery.
• Meet or exceed established performance metrics, including quality, productivity, attendance, and customer satisfaction goals.
• Identify opportunities to improve customer service processes and recommend solutions.
• Maintain confidentiality of customer information and comply with all applicable company policies.

REQUIRED QUALIFICATIONS

• High school diploma or equivalent required.
• Experience working in a call center, retail, healthcare, financial services, or other customer-facing environment.
• Excellent verbal and written communication skills.
• Strong interpersonal, problem-solving, and conflict-resolution abilities.
• Basic computer proficiency, including experience with Microsoft Office and CRM software.
• Ability to multitask, prioritize responsibilities, and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.

PHYSICAL REQUIREMENTS

• Ability to remain seated or stand for extended periods.
• Frequent use of a computer, keyboard, telephone, and other standard office equipment.
• Ability to communicate effectively with customers and coworkers.

CORE COMPETENCIES

• Customer Focus
• Communication
• Problem Solving
• Professionalism
• Teamwork
• Adaptability
• Time Management
• Attention to Detail
• Accountability

Gemini Industries is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status, or any other consideration prohibited by law or by contract.