Customer Support

• Manage correspondence with clients, 90% via email, 10% phone; triage, troubleshoot, and resolve client issues regarding platform navigation, account access, and questions
• Track inquiry metrics (response times, resolutions) within the CRM and cleanly escalate complex technical, financial, or contract issues to internal teams
• Identify recurring client pain points and proactively address, including but not limited to, updating client-facing FAQs and internal resource guides
• Intake and review membership and account set-up applications, including receiving applications, checking them for accuracy, following up on any missing information, and processing account set-up once the application has been verified
• Troubleshoot system issues (Salesforce, HubSpot) when features aren't working as expected, identifying the root cause and working toward a fix or improvement
• Maintain and update records in Salesforce/HubSpot to ensure information is accurate
• Create and analyze membership reports
• Proof outbound communications to ensure flawless formatting and compliance with brand standards

Client Support Specialist

• Serve as the direct supervisor of the CS Leads and CSRs on your team
• Provide day-to-day support, subject matter expertise, and coaching for CSRs
• Drive productivity through contact prioritization via queue management and adherence monitoring
• Work with the CS Leads to check in with each team member at the start of each shift
• Stay present and available for the broader Customer Service team
• Host regular one-on-one meetings with team members to review weekly performance and provide coaching
• Ensure that CS Leads and CSRs actively adhere to their schedules
• Complete project work, such as Promo Code requests, financial transactions, and vendor communications
• Stay up-to-date on Minted products, services, and policy details
• Promote and build a positive and friendly environment supporting good morale and cooperation
• Collaborate with cross-functional team members and leaders from other customer-facing teams
• Build close partnerships with leaders at Minted’s global sites
• Partner with leaders and cross-functional teams to identify roadblocks impacting team performance or customer experience
• Produce a Weekly Business Review that outlines the performance of your team

Seasonal Customer Service Team Supervisor

• Respond to customer cases via Salesforce, using tools and guidance provided to maintain best practices.
• Answer customer phone calls, capturing the conversation in a customer case
• Complete customer-related tasks as directed, such as entering users into other AMA platforms beyond Salesforce
• Collaborate with all AMA teams to help solve customer challenges
• Help our members and customers with their inquiries about membership, events, publications, and issues.
• Track cases for customers to ensure stellar service is received and that follow-ups are completed promptly.
• Maintains membership data. Fixing any issues, updating customer information, and identifying duplicate accounts.
• Provide excellent customer service to members and customers over the phone, email, or chat.
• Help customers have an amazing experience when reaching out to us.
• Ability to notice trends with issues so they can quickly be reported and addressed.
• Completing other special projects as assigned.

Customer Service Specialist – Temp to Hire

• Handle client's customer service, technical support, billing, retention and product related inquiries with empathy and patience
• Ask probing questions and use critical thinking to determine root cause of the issue
• Clearly document the caller’s inquiry, troubleshooting steps taken and resolution/next steps
• Compose professionally written emails and follow proper escalation procedures
• Educate and guide customers, of all technical skill levels, through troubleshooting processes using multiple web-based tools

Customer Care Team Member

• Supports our administrative team - high volume, fast paced.
• Demonstrates strong organizational skills to manage multiple projects/tasks at a time.
• Communicates in a professional and timely manner to develop rapport with both team and end-users.
• Maintains strong working relationships and handles confidential information.
• Takes initiative and makes sound, independent decisions.

Legal Support Specialist – Admin

• Coordinate and facilitate academic functions such as enrollment, onboarding, and advising functions
• Serve as a point of contact for matters relating to these functions
• Work collaboratively across the university to ensure a seamless student experience
• Identify gaps in current processes and recommend/develop new ones
• Serve as liaison between team and project managers
• Develop comprehensive communication plans for various processes

Operations Support Specialist

• Building rapport and trust with Clients by delivering exceptional service
• Processing and inputting customer orders accurately and timely
• Running stock reports to check product availability
• Checking all orders for special requests and expediting as necessary
• Assisting with invoicing and handling returned merchandise

Customer Service Agent, CSR

• Monitor, analyze and respond to operational data to meet call center service goals
• Call Volume Trends
• KPI Trends/Analysis
• Agent Skill Management
• Communicate service performance to all levels of management, noting exceptions and trends effecting results
• Process exceptions
• Coordinates with Customer Service Supervisors and the Quality group in scheduling CCR training to foster learning and development of job related skills
• Complete and provide various reports – give analysis as needed
• Complete Special Projects as needed
• Research and Analysis
• Reports: daily, weekly and monthly
• Process Analysis and Innovation

Customer Service Analyst – Workforce

• Handle escalated calls regarding customer service and technical support for product-related inquiries with empathy and patience.
• Acquire customer and issue-related information to input into the CRM database.
• Ask probing questions and use critical thinking to determine the root cause of an issue.
• After identifying the issue, utilize all appropriate troubleshooting steps to resolve the issue.
• Work as a consultative partner to your customer, building rapport and providing direction.
• Provide optimal customer experience by effectively resolving customer issues in a timely manner.
• Clearly document the caller’s inquiry, troubleshooting steps taken, and resolution
• Compose professionally written emails and responses for digital channels.
• Professionally and effectively defuse difficult situations over the phone and other support channels.

Tier 2 Customer Care Team Member

• Provide customer service and support to high-value clients
• Handle customer inquiries via phone, email, and chat
• Exercise good judgment and independent decision-making skills
• Maintain sufficient reliable private internet connection for remote work

Customer Service Coordinator – High Value Specialty Servicing

• The Program Support Specialist reports to the Regional Director and provides programmatic, operational, and administrative coordination and support for regional programs and initiatives.
• Supports trail operations, volunteer engagement, partnership activities, grant administration, and regional operations by coordinating activities, maintaining program information and records, tracking deadlines and requirements, and supporting effective communication among staff, volunteers, partners, and other stakeholders.
• Assists with the coordination and implementation of Trail Crew projects, volunteer activities, regional meetings and events, and other program initiatives.
• Administers established processes for multi-state Appalachian Trail license plate grant programs, including coordinating applications and awards, maintaining documentation, tracking program and compliance requirements, and supporting accurate financial reporting.

Program Support Specialist

• Supports QVC by answering inbound customer calls
• Assist customers by problem-solving and de-escalating unique situations
• Promote products and improve sales while maintaining a high-paced call volume
• Handle high volume of inbound customer inquiries
• Confirm refunds, take payments, place orders, and analyze account data
• Report to an assigned Customer Service Supervisor
• Work a set full-time schedule with varying days off

Customer Service Specialist – 2nd Shift

• Manage a high-volume customer support queue by prioritizing, documenting, and resolving inquiries.
• Investigate customer issues by reviewing account records and prior ticket interactions.
• Troubleshoot product, grading, and access issues.
• Communicate clear and accurate resolutions to students and instructors.
• Escalate unresolved issues with complete documentation.
• Monitor ticket volume and identify opportunities for process improvements.

Customer Support Representative

• Manage the client throughout their lifecycle, starting from the signing of contracts to the rollout of their solutions, through offboarding.
• Cultivate and sustain strong client relationships tailored to their specific contract obligations and distinct requirements.
• Track product utilization and conduct proactive outreach to ensure clients maximize the value and capabilities of their tools.
• Provide precise and prompt resolutions to support tickets submitted by external parties, such as candidates, voters, and clients.
• Oversee multi-departmental initiatives, showing strong prioritization and delegation skills to deliver exceptional service.
• Maintain data accuracy in internal software tools, including HubSpot, Asana, and HelpScout.
• Develop and update user-facing support documentation, including video content, help articles.
• Modify and resolve issues on team-developed websites using basic programming and specialized proprietary software.
• Partner actively with fellow Client Success personnel alongside colleagues in Marketing, Sales, Data, and Product.
• Serve as an internal voice and advocate for our customer base and end users.

Client Success Support Specialist

• Serves as a recruitment system support specialist for the Workforce Administration team
• Uses WVU’s recruiting tool, Taleo, to create and post new positions
• Completes processes to finalize offers to selected candidates
• Resolves complex and difficult cases that pertain to the hiring process
• Uses case management tools to respond and track inquiries
• Demonstrates service excellence and positive interpersonal relations when assisting with creation of position requisitions in Taleo
• Completes the compensation section of the requisition for established positions
• Drafts and extends contracts/employment offer letters to selected candidates
• Collaborates with Center of Excellence to resolve new hire issues
• Supports the onboarding process for Taleo new hires by responding to questions related to completing forms and documents
• Provides instructions to new hires to ensure proper I-9 completion
• Stays current on policy and procedure changes to the employment eligibility process

Recruitment System Support Specialist – Talent and Culture

• Work independently on a high productivity team
• Process requests and inquiries reported by stakeholders via telephone, email, or web, in a timely manner, with professional and grammatically correct responses
• Update ticketing system based on contract requirements
• Review and validate reports daily for accurate data and metrics
• Provide troubleshooting support for phones, applications, and database issues
• Respond promptly to stakeholder inquiries
• Keep detailed records of stakeholder interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the stakeholder service process
• Ensure stakeholder satisfaction and provide professional stakeholder support
• Maintain a positive, empathetic and professional attitude toward stakeholders at all times

Service Support Representative – Days

• Reports to the organization’s Division Chief and is responsible for coordinating and creating travel authorizations for all personnel within the division.
• Manages travel arrangements for division staff, including senior leadership.
• Responsible for preparing travel authorizations in accordance with the Federal Travel Regulations and in the E2 Solutions travel system; coordinates with Carlson Wagonlit Travel, as required.
• Reviews travel authorizations to certify the availability of funds as per appropriation law and other applicable legislation.
• Serves as an assistant liaison to division personnel on all matters pertaining to transportation policy; ensuring timely dissemination of regulatory updates that affect DoS missions domestically and overseas.
• Resolves issues related to the preparation, processing, and approval of travel expenditures.
• Assists in the preparation of an annual operational budget to assure funds are available for projected travel and coordinates with the DO Resource Manager to ensure accurate funding source is identified on all travel authorizations.
• Obtains diplomatic and official passports for personnel in support of Division travel.
• Directly interacts with host-country embassies to maintain up-to-date knowledge of visa issuance procedures and requirements.
• Coordinates visa issuance through host-country embassies and tracks complex approval processes spanning 1 – 6 weeks.
• Secures required clearances from the Office of the Under Secretary for Management and through the host nation’s Ministry of Foreign Affairs (MFA) for entry and/or transit of DS employees designated to report to HTHR posts.
• Creates and submits electronic country clearance (eCC) requests for employees traveling to HTHR posts in accordance with host country requirements.
• Drafts travel voucher upon completion of employee travel and manages the voucher processing.
• Assists with the collection and writing for the Weekly Activity Report (WAR).
• Conducts in and out-processing procedures for new hire and departing employees to include assigning workspace, submitting requests for computer and facilities access; grants SharePoint access; issues cell/blackberry device and fob, etc.
• Maintains Division Filing Systems (active and inactive), SharePoint Sites, Staffing Calendar, and the network shared folder.
• Coordinates building and facilities maintenance with DS/EX/LS, GSA Property Management, commercial property management, vendors, and outside contractors.
• Supports proper security protocol: acts as a visitor escort; oversees proper storage, handling, and destruction of classified material as directed; controls/limits access to office spaces.
• Backing up for entering time and attendance records for government employees using Web.TATEL software and manually maintaining Compensation Time for Travel accounts.
• Backing up assisting with personnel actions, work requirements statements, and EERs on the GEMS HR On-Line system.
• Briefs senior personnel on office travel requirements and related projects and requirements.
• Serves as subject matter expert on travel policies, procedures, and requirements.

Travel Support Specialist II

• Handle inbound calls from customers, providing excellent customer service in assisting with their lease or loan account
• Own Koalafi operational knowledge to provide sound answers when customers have questions
• Resolve inbound inquiries and issues independently and escalate as needed
• Initiate contact with customers in order to resolve account issues
• Proactively identify any trends in customer issues and synthesize feedback to share with management team
• Be flexible to perform a number of different tasks as needed, as we continue to test out new technologies and onboard enterprise merchants

Bilingual Customer Service Representative

• Take ownership of delivering real-time support to users, including customers, shoppers, retailers, and partners, with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds
• Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale
• Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning
• Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust
• Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes

Customer Experience Specialist

• Assists customers with transportation questions and concerns
• Schedules, modifies, and cancels reservations as requested
• Obtains and documents details of customer complaints and concerns
• Ensures all relevant customer information is accurately documented
• Attends required meetings and adheres to company policies and procedures
• Maintains acceptable attendance and punctuality standards
• Ensures accurate trip data entry and documentation
• Maintains a polite, professional, and courteous demeanor at all times
• Demonstrates commitment to producing high-quality work
• Refers unresolved customer grievances to appropriate departments for further investigation and resolution
• Promotes a positive and collaborative working environment
• Supports a 24/7/365 contact center environment; schedules may include nights, weekends, and holidays, including company-recognized holidays, with required holiday coverage
• Participates in additional projects or duties as assigned

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