Customer Service Specialist
BDS
full-time
Posted on:
Location Type: Hybrid
Location: Marlborough • Massachusetts • United States
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Salary
💰 $21 - $23 per hour
About the role
- Collaborate closely with the Customer Service Team to log, manage, and respond to customer support needs.
- Process incoming requests from customers for supplies, support, and service.
- Respond to client inquiries through customized email communications and develop strategies to address each client's unique needs and requests.
- Maintain detailed records of incoming service requests by logging contact names, phone numbers, email addresses, and specific notes regarding their needs.
- Work with BDS field technical staff on-site for service repair, scheduling on-site visits, and remote technical support for clients and technicians.
- Schedule and monitor service dispatch calls with third-party technicians across the USA.
- Support quality improvement initiatives.
- Achieve the goals, initiatives, and expectations established by management.
Requirements
- Experience working within a customer support department supporting clients' technical needs such as office equipment repair, IT, manufacturing equipment, service-based business, or related industry preferred but not required.
- High school diploma or equivalent required, associate or bachelor's degree preferred
- Excellent communication skills
- A strong attention to detail and highly efficient organizational skills.
- Ability to collaborate effectively with clients, team members, and management.
- Excellent listening skills
- Efficient phone skills
- Strong systems skills including Excel, Microsoft Office
- Strong email and writing skills
- Proven experience working within a busy incoming call center supporting business client needs.
- 3+ years of experience as a customer service representative within a call center or equivalent environment is preferred.
Benefits
- Competitive compensation -commensurate with experience
- Medical, vision, dental
- Supplemental Insurance options
- Pet Insurance & Legal plan coverage options
- Generous paid time off (PTO) program
- Employer paid Life Insurance
- 401(k) plan with company match
- Professional development
- Company Outings and Events
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttechnical supportservice repairservice dispatchrecord managementcall center experienceoffice equipment repairIT supportmanufacturing equipment supportquality improvement
Soft Skills
communication skillsattention to detailorganizational skillscollaborationlistening skillsphone skillswriting skillsefficiencyclient managementteamwork
Certifications
high school diplomaassociate degreebachelor's degree