Next Level Support Specialist

Summary

We are seeking a highly motivated and experienced Next Level Support Specialist to join our team. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to lead and motivate a team of customer service representatives. The Next Level Support Specialist will also be responsible for ensuring that all orders are processed and fulfilled accurately and efficiently. The ideal candidate will be an integral part of our team, working closely with other departments to ensure that our customers receive their orders on time and in perfect condition

Job Responsibilities:

Customer Service & Support

• Manage 70+ inbound/outbound calls daily with an average handling time of 3.5 minutes.
• Resolve 80% of issues on the first call and maintain a 90%+ customer satisfaction score.
• Respond promptly to customer inquiries via phone and email.
• Handle escalated issues professionally, involving senior staff when necessary.

Order Fulfillment & Logistics

• Process late and next-day delivery orders and fulfillment requests.
• Manage inventory updates and perform logistical audits.
• Invoice delivery trucks and ensure accurate shipping documentation.

Service Coordination

• Schedule and coordinate service appointments.
• Support service tech board closures and billing.
• Prepare and process billing for completed service tasks.

Administrative & Reporting Tasks

• Maintain accurate records for customers, orders, and inventory.
• Generate end-of-shift KPI reports for management.
• Participate in team meetings to review performance and updates.

Collaboration & Training

• Work cross-functionally with other departments to ensure smooth operations.
• Participate in onboarding, cross-training, and ongoing development programs.
• Engage in quarterly performance reviews to track progress and set goals.
• Other duties/projects as assigned

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Work Environment:

This job operates in a professional call center environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands:

The employee is occasionally required to sit; climb or balance; and stoop, kneel, and crouch. The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Qualifications needed to perform this position:

• High school diploma or equivalent
• Proficient in Microsoft Office and other computer applications
• Previous experience in a call center or customer service role preferred
• Excellent verbal and written communication skills, with the capacity to understand and execute instructions effectively.
• Strong interpersonal skills, including exceptional listening and problem-solving abilities.
• Ability to collaborate effectively in a team setting and work autonomously with minimal supervision.
• Ability to work flexible hours, including evenings and weekends

Position Type/Expected Hours of Work:

This is a full-time position, working a varying schedule to support the needs of the business.