Customer Service Support Specialist

At Vintti, we specialize in providing US businesses with staffing solutions that feel local. By connecting companies with Latin American professionals operating in compatible time zones, we ensure that work schedules align naturally with US business hours. This temporal harmony facilitates immediate response times, efficient project management, and a cohesive team dynamic regardless of physical location.

A Customer Service Support Specialist plays a crucial role in enhancing the customer experience by addressing inquiries, resolving issues, and providing essential information about products or services. They act as a liaison between the company and its customers, ensuring effective communication and fostering customer satisfaction. Utilizing various communication channels, such as phone, email, and live chat, these specialists are trained to handle a wide range of customer concerns professionally and empathetically. Their goal is to ensure that each interaction results in a positive outcome, leading to increased customer loyalty and retention.

- High school diploma or equivalent; college degree preferred
- Proven customer service experience
- Strong communication skills, both written and verbal
- Proficiency in using customer service software and tools
- Excellent problem-solving skills
- High attention to detail and accuracy
- Ability to multitask and manage multiple communication channels
- Strong organizational skills
- Ability to work effectively in a team environment
- Good understanding of current products, services, policies, and procedures
- Ability to handle stressful situations with empathy and professionalism
- Basic technical troubleshooting skills
- Strong time management skills
- Flexibility to work various shifts, including weekends and holidays
- Familiarity with CRM systems and practices
- Ability to learn and adapt quickly to new processes and technologies
- Strong interpersonal skills
- Patience and resilience in dealing with challenging customers
- Ability to meet performance goals and targets
- Willingness to participate in ongoing training and professional development
- Knowledge of self-service options and ability to educate customers about them
- Experience handling returns, exchanges, and refunds in line with company policies
- Strong listening skills to understand customer needs and issues

- Respond to customer inquiries via phone, email, and live chat
- Resolve product or service problems by clarifying customer complaints
- Determine the cause of the problem and select the best solution
- Document and update customer records based on interactions
- Process orders, forms, applications, and requests
- Follow up with customers to ensure complete resolution of issues
- Provide detailed product and service information to customers
- Escalate complex issues to appropriate teams or supervisors
- Monitor and manage multiple communication channels
- Maintain understanding of current products, services, policies, and procedures
- Collaborate with other team members to improve customer experience
- Track customer interactions and report on recurring issues or improvement areas
- Assist in creating and updating customer service policies and procedures
- Participate in team meetings and training sessions
- Use customer service software and tools to manage tickets and records
- Perform follow-up calls or emails to solicit feedback on customer service experience
- Provide troubleshooting support for technical issues
- Educate customers on self-service options
- Meet performance goals such as response time, resolution time, and customer satisfaction ratings
- Handle returns, exchanges, and refunds in accordance with company policy
- Identify and suggest potential improvements in customer service processes

The ideal candidate for the Customer Service Support Specialist role is a highly empathetic and customer-focused individual with a proven track record in delivering exceptional service across multiple communication channels, including phone, email, and live chat. They possess strong communication skills, both written and verbal, allowing them to efficiently articulate solutions and information to customers. Their excellent problem-solving abilities enable them to effectively address and resolve customer complaints, and their attention to detail ensures accuracy in documenting and updating records. The candidate is proficient in using customer service software and tools, and demonstrates basic technical troubleshooting skills, allowing them to assist customers with technical issues. Organizationally adept, they can multitask and manage their time effectively, even in high-stress situations. Flexible and adaptable, they are willing to work various shifts, including weekends and holidays, and are quick learners who can keep up with new processes and technologies. With a team-oriented mindset, they collaborate well with colleagues to improve the overall customer experience. Their resilience, patience, positive attitude, and ability to maintain composure under pressure set them apart, making them a valuable asset in achieving performance goals and enhancing customer satisfaction.

- Respond to customer inquiries via phone, email, and live chat to provide timely and accurate information.
- Resolve product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting and explaining the best solution.
- Document and update customer records based on interactions.
- Process orders, forms, applications, and requests efficiently.
- Follow up with customers to ensure their issues are completely resolved.
- Provide detailed information on products and services to customers.
- Escalate complex issues to appropriate teams or supervisors when necessary.
- Monitor and manage multiple communication channels to ensure prompt responses.
- Maintain a thorough understanding of current products, services, policies, and procedures to assist customers effectively.
- Collaborate with other team members to improve overall customer experience.
- Track customer interactions and feedback to report on recurring issues or improvement areas.
- Assist in creating and updating customer service policies and procedures.
- Participate in team meetings and training sessions to stay updated on new products, services, and policies.
- Use customer service software and tools to manage tickets and maintain accurate records.
- Perform follow-up calls or emails to solicit feedback on customer service experience.
- Provide troubleshooting support for customers experiencing technical issues.
- Educate customers on self-service options and encourage their use.
- Meet performance goals such as response time, resolution time, and customer satisfaction ratings.
- Handle returns, exchanges, and refunds in accordance with company policy.
- Identify and suggest potential improvements in customer service processes.

- Empathetic and customer-focused
- Excellent communication skills
- Strong problem-solving abilities
- High attention to detail
- Strong multitasking capabilities
- Organizationally adept
- Team-oriented collaborator
- Proficient in customer service software
- Technically skilled for troubleshooting
- Adaptable and flexible
- Able to handle stress professionally
- Quick learner with a growth mindset
- Resilient with a positive attitude
- Goal-oriented and performance-driven
- Patient and courteous demeanor
- Strong listening skills
- Ability to maintain composure under pressure

- Competitive salary range: $40,000 - $50,000 annually
- Comprehensive health, dental, and vision insurance
- 401(k) plan with company match
- Paid time off (PTO) including holidays, vacation days, and sick leave
- Flexible work schedules
- Opportunities for remote work or hybrid working arrangements
- Professional development and training programs
- Tuition reimbursement for further education
- Career advancement opportunities within the company
- Access to wellness programs and mental health resources
- Employee assistance programs (EAP)
- Discounted company products and services
- Casual dress code in a supportive and collaborative work environment
- Recognition and reward programs for outstanding performance
- Childcare assistance and parental leave policies
- Transportation and commuting benefits
- Company-sponsored social events and team-building activities
- Opportunity to work with a diverse and inclusive team
- Access to the latest technologies and tools for customer service management