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Specialist 2, Customer Support

Cincinnati, OH 45241

Employment Type: Contract Job Number: 9020629 Pay Rate: Pay Rate: $20.00 per hour

Job Description


Specialist 2, Customer Support



Job Summary


The Specialist 2, Customer Support handles inbound customer inquiries and resolves issues by delivering high-quality customer service. This role manages escalations and complaints, ensures adherence to policies, and works cross-functionally to achieve timely, complete resolutions while representing the customer s voice within the organization.


Responsibilities


  • Manage customer escalations and complaints to professional standards and in line with policies.

  • Handle inbound contacts and perform outbound follow-ups to maintain service levels and queue performance.

  • Maintain personal and team accountability for productivity and efficiency.

  • Demonstrate ownership of customer issues and work with internal teams, partners, and vendors to resolve them in a timely manner.

  • Apply negotiation, problem-solving, and conflict resolution skills within defined authority, escalating issues when necessary.

  • Identify root causes of complaints by capturing, reporting, and analyzing systematic issues and recommending process or product improvements.

  • Advocate as the voice of the customer and recommend actions to address the root causes of escalations and complaints.

  • Understand business processes and tools impacting customers and collaborate with managers and internal owners to fix issues and improve processes.

  • Capture accurate and concise customer contact information in data systems and ensure information is properly maintained.

  • Follow escalation and complaint procedures so all escalations are tracked and relevant parties are informed of actions taken.

  • Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that hinder frontline resolution.



Requirements


  • 1+ years of customer service and/or contact center experience preferred.

  • Strong verbal and written communication skills.

  • Experience in customer-facing roles such as call center, retail, food service, cashiering, dispatch, or banking is an asset.

  • Ability to handle complex customer issues with professionalism and composure.

  • Strong attention to detail and accuracy in documenting customer interactions.



Summary Qualification


  • Background in customer support or service-oriented roles.

  • Ability to manage escalations and resolve complaints effectively.

  • Experience collaborating with cross-functional teams, partners, and vendors.

  • Ability to analyze trends in customer issues and contribute to process improvements.

  • Comfort working in a high-volume, performance-driven environment.



Skill


  • Customer service and contact center operations.

  • Negotiation, problem-solving, and conflict resolution.

  • Verbal and written communication.

  • Data entry and documentation accuracy.

  • Use of customer support tools and systems.

  • Analytical thinking and root-cause identification.

  • Time management and productivity focus.



Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.
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About Cincinnati, OH

Ready to embark on an exciting career journey in the vibrant city of Cincinnati, Ohio? Look no further! Cincinnati, situated on the northern banks of the Ohio River, offers a perfect blend of bustling urban life and scenic beauty. Known for its iconic skyline, historic architecture, world-class museums like the Cincinnati Art Museum, and top-notch performing arts venues such as the Aronoff Center for the Arts, this city has something for everyone. With the Cincinnati Reds and Cincinnati Bengals calling this city home, sports enthusiasts can cheer on their favorite teams at Great American Ball Park and Paul Brown Stadium. Explore the lush landscapes at Eden Park or indulge in the city's famous Cincinnati-style chili. Discover your next career opportunity amidst the enchanting charm and endless possibilities that Cincinnati has to offer. Dive into our job listings now and take the leap towards a fulfilling career in this dynamic region!