Customer Specialist

Job Title: Customer Specialist

Job Summary:
The Customer Operations Specialist is responsible for responding to and resolving customer issues. The specialist will assist the client on general and/or technical questions or take the lead in resolving issues related to RevSpring products and tools. All information gathered from clients will be loaded into a tracking tool for management analysis. Specialists are also responsible for providing technical assistance, problem identification and resolution, issue escalation and follow up.

Essential Functions:

• Answers, evaluates, and prioritizes requests from customers having questions or experiencing problems with RevSpring products and tools.
• Document customer inquiries in the RevSpring support tool (JIRA) for all communications.
• Facilitates problem recognition, research, isolation, resolution and follow up for customer problems; referring and escalating the most complex issues to appropriate staff and departments when necessary, but still owning resolution of the overall solution for the client.
• Ensuring all information gathered is clearly documented, responded to professionally; issue resolution will require specialist to log tickets to the Programming Department, follow up on tickets and be able to answer accurately and with confidence back to the client.
• Help support and address client data/print file issues, error tickets, client requested change tickets; demonstrate ability to research data files, workflows and technical aspects of a client’s solution with RevSpring.
• Will be required to work with all internal departments within RevSpring including Implementation, Programming, Accounting, Production, and Management.
• Ensures the timely accomplishment of all customer requests and changes.
• Regularly seeks customer feedback, manages customer’s expectations and helps resolves customer issues.
• Other duties as determined.

Minimum Requirements:
Specific Job Skills:

• Technical Capacity – Demonstrates ability to use technology effectively and productively; continually updates skills and knowledge; addresses problems as they arise or seeks help as appropriate.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Planning/Organizing – Prioritizes and plans work activities; Use time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification when needed; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; able to read and interpret written information.
• Leadership - Exhibits confidence in self and others.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Undertakes self-development activities; seeks increased responsibilities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Attendance/Punctuality – Consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Ability/aptitude to understand and work effectively with technical data and processes.
• Ability to understand complex technical issues.
• Strong analytic and problem-solving skills.
• Excellent customer interaction skills/ability and demonstrated ability to work effectively in a team environment.
• Must have strong interpersonal skills.
• Excellent judgment and discretion.
• Highly organized and detail oriented.
• Remain calm and professional in stressful situations.
• Recognize problems, identify possible causes and resolve routine problems.
• Team player with a “can do” attitude that can work in a fast-paced environment.
• Ability to establish and maintain a professional atmosphere for employees, clients and customers.
• Self-motivation and enthusiasm.
• Ability to work independently.
• General computer knowledge
• MS Office experience

Education: Bachelor’s Degree or equivalent work experience
Experience:

• 2 years in a technical customer service role
• Prior technical/help desk experience and customer service experience a plus

Supervision: N/A
Certifications: N/A
Language Skills:
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.

Physical Capabilities: Standard categories
The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job description constitutes a contract for employment.

Job Type: Full-time