Customer Support Specialist III
- Employer
- Wilson Language Training
- Location
- Oxford, MA, US
- Salary
- Competitive
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Job Summary: This role focuses on customer satisfaction and supports departmental goals by accurately responding to customer requests in a professional, positive manner. This includes data processing, communicating product and service information, providing basic technical assistance, managing course enrollments, and responding to customer inquiries.
Essential Job Functions:
Additional Job Functions:
Minimum Requirements:
Skills:
Education:
Experience:
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V
Essential Job Functions:
- Respond to customer inquiries received via telephone, e-mail, fax, mail, and in-person related to offered services, materials, and web-based resources
- Troubleshoot, document, and resolve user issues, errors, and bugs; identify trends and escalate when appropriate
- Gather customer feedback and feature requests to share with management
- Communicate with customers' IT department as needed to troubleshoot and resolve users' technical issues.
- Ensure accurate and timely customer responses and follow-up
- Determine what information is best suited to customer requests and when necessary make appropriate interdepartmental referrals
- Identify when exceptions are required and bring them to the attention of the departmental point person or manager
- Continue and maintain a working knowledge of all company products, services and promotions
- Provide precise detail of each product line and corresponding materials including catalogue descriptions and pricing
- Process registrations for professional learning options offered
- Guide customers through all options of online course offerings and resources as well as assist customers who have trouble with course access
- Process orders and returns
- Understand and display WLT's values
- Other duties as assigned
Additional Job Functions:
- Organize and file documents when necessary
- Update customer records when new information is available
- Assist with processing incoming, outgoing, and interdepartmental mail
- Participate in departmental and organizational projects with a focus on improvement and development of procedures and functions
Minimum Requirements:
- Sitting at a computer station continuously for long periods of time.
- Working with and learning computer programs as implemented by Wilson Language Training.
- Communicating clearly and professionally over the phone, in writing, and in person.
- Quickly learn new applications and guide customers in their use.
Skills:
- High degree of comfort with Desktop Computer functions.
- Basic Internet navigation skills.
- Ability to reliably demonstrate all the skills and responsibilities of the Customer Support Specialist II position.
Education:
- High School Diploma or G.E.D.
Experience:
- At least one year of customer service experience.
- Ability to reliably demonstrate all the skills and responsibilities of the Customer Support Specialist II position.
- Exposure to Microsoft Dynamics GP is a plus.
Wilson Language Training is an Equal Opportunity, Drug-Free Employer Committed to Diversity in the Workplace. M/W/D/V
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