Open Dealer Exchange

Customer Support Specialist I

Open Dealer Exchange

full-time

Posted on:

Location Type: Remote

Location: Arizona • United States

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Job Level

Junior

About the role

  • Provide front-line customer interaction and support: Engage directly with customers to address inquiries, concerns, and service requests related to products and solutions.
  • Diagnose and resolve technical issues efficiently: Gather information, analyze symptoms, and provide timely resolutions for a wide range of user issues, including login problems and website functionality.
  • Document all customer interactions accurately: Use the case management tool to record details of each customer contact, ensuring thorough and consistent documentation.
  • Escalate complex issues to appropriate teams: Identify issues requiring additional expertise and escalate them to Level 2 support in a timely and effective manner.
  • Perform follow-up communication and callbacks: Follow up with customers to ensure issue resolution and complete scheduled callbacks as needed.
  • Manage case queue and meet performance goals: Monitor open tickets and work towards exceeding team metrics, including response time, resolution rate, and customer satisfaction.
  • Stay current on system updates and processes: Keep up-to-date with system changes, product enhancements, and internal updates to provide accurate and relevant support.
  • Collaborate with cross-functional teams: Work closely with departments such as sales, compliance, and implementation to ensure consistent communication and issue resolution.
  • Promote customer retention through solutions: Offer alternative solutions when appropriate, aiming to retain and support long-term customer relationships.
  • Identify potential leads for the sales team: Recognize and relay potential sales opportunities uncovered during support interactions.
  • Participate in after-hours support coverage: Provide support outside of standard business hours as required to ensure continuous customer assistance.

Requirements

  • 1 to 3 years of experience in a client-facing or customer service role
  • High school diploma or equivalent required; Bachelor’s degree preferred.
  • Demonstrated ability to stay focused and manage multiple priorities effectively
  • Strong team player with the ability to work independently when needed
  • Excellent interpersonal and client relationship-building skills
  • Experience with case management systems and CRM tools is a plus.
  • Comfortable working in a structured, performance-driven environment with a commitment to high ethical standards
  • Exceptional verbal and written communication skills
  • Confident and professional phone presence
Benefits
  • Excellent compensation/benefit package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical issue resolutioncase managementperformance metricscustomer retentionlead identification
Soft Skills
interpersonal skillsclient relationship buildingtime managementteam collaborationindependencecommunication skills
Certifications
high school diplomaBachelor's degree