Job description
Are you looking for a position with a flexible schedule, at a family-oriented company, and cutting-edge technology? Is competitive compensation important to you?
Do you have experience working in a fast-paced call center environment?
Welcome to Donan Engineering, a leader in the property insurance intelligence industry. We are currently seeking a full-time Customer Support Representative to join our growing team in Louisville, KY.
The
Customer Support Representative provides industry-leading customer service and works diligently with Donan Solutions’ partners (internal and external), to facilitate and own the journey of projects from start to finish while creating an exceptional customer service experience that exceeds expectations.
What Does Donan Offer You?
- Hybrid Schedule
- Competitive Compensation Package
- Bonus Opportunity
- Career Growth
- A Diverse & Positive Work Environment
- Professional Development
- Employee Referral Bonus
- Medical, Vision, and Dental Insurance Coverage
- 401K with Match
- HSA and HRA (Employer contributions)
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability
- Tuition Reimbursement
- Paid Time Off and Holidays
Duties and Responsibilities:
- Maintain comprehensive knowledge of all business divisions supported by Client Support.
- Receive inbound calls, from current and potential customers, and handle with high level of service and professionalism.
- Place outbound follow-up calls to follow up with customers to answer questions and facilitate the completion of projects.
- Respond to inquiries about product details, the company, and issues with customers and projects. Partner with CSS Team, Sales and Operations when needed, to develop and offer solutions to issues in order to move the project forward.
- Assist customers with issues experienced with website and escalate any issues appropriately.
- Meet quality assurance requirements and other key performance metrics.
- Enter incoming projects into tracking system and assign to the appropriate business unit, profit center, and project manager through the accurate interpretation of project information submitted by the client and through the appropriate use of various Donan resources and systems.
- Ensure all outgoing customer communication meets quality standards in terms of grammar and basic formatting. (This includes but is not limited to Project Reports, Project Acknowledgements & any other written communication between Client Support and our customer).
- Deliver the final product to the customer in alignment with customer preferences and service level agreements.
- Demonstrate adaptability and flexibility, and perform additional tasks as needed.
- Manage outbound scheduling calls.
- Ability to schedule assignments to meet client MSA’s.
- Capable of supporting all CSS functions.
- Perform all other duties as assigned by Manager.
Position Requirements:
- Minimum of two years of experience working as a professional in a customer service or call center environment.
- Excellent phone and listening skills coupled with the ability to ask probing questions to understand concerns and taking ownership of resolving issues in a relatively timely manner.
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Must possess professional and friendly attitude and be able to quickly develop a rapport with customers.
- Excellent interpersonal, written, and oral communication skills.
- Strong customer service, critical thinking and problem-solving and strong detail orientation required.
- One to two years of editing & proofreading experience highly preferred. Minimum assessment score on a Donan grammar review is required.
- Ability to prioritize and make decisions based on best interest of the customer and Donan.
- Strong technical capability in Microsoft programs. Experience with Salesforce.com is preferred.
- Must be able to work alone, action-oriented and proactive, displaying a very strong sense of personal accountability.
Internal Title: Client Support Specialist
Similar Positions
: Customer Service Representative, Customer Support Specialist, Call Center Specialist, Data Entry Specialist, Project Coordinator
Physical Requirements:
- The incumbent typically works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office. Incumbent may encounter frequent interruptions throughout the workday.
- The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds.
Donan is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are an E-Verify participating employer.
To view our current openings and locations, visit our website at
www.Donan.com
. Donan is an E-Verify participating employer.
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