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Customer Support

Location : Auburn Hills, MI
Job Type : Direct
Hours : Full Time
Required Education : High School Diploma or Equivalent
Travel : No
Relocation : No

Job Description :

We have a Direct Hire opportunity in the Auburn Hills area for a Customer Service professional!


 


 


The suggested salary for this position is $40,000 with a review at 6-months for a potential raise.






Job Description


We are seeking a customer service professional experienced in account support and engagement, troubleshooting issues and customer education. Successful candidates are confident and capable of working in a group of talented, intelligent individuals. We are a local, quickly growing business with a 15-year history. Our definition of “customer” can be both internal customers as well as external accounts who use our services. This is NOT a call center position.


 


Strong analytical skills, excellent communication skills, and the ability to work both independently and as part of a team are essential. This position requires the candidate to be able to assist customers with a range of technology and some accounting issues. It is a challenging role and needs a quick learner. We are looking for candidates who like growing and developing relationships with customers and can think strategically to help guide customers to be successful.


 


The ability to receive and retain guidance from experienced peers is a requirement. Proactive thinkers who enjoy taking ownership and pride in a job done well will excel in our company. We believe in cross-training and promotion from within.


 


The customer service position is scheduled Monday through Friday, 8a – 5p EST. There is no opportunity for remote hours – this is an onsite position in our office in Auburn Hills. Full-time employment includes an incredible benefits package. Benefits consist of Medical/Dental, PTO, and Paid Holidays (details will be provided).


 


 


Job Responsibilities:



  • Quickly learn and troubleshoot a wide range of issues and software platforms

  • Respond to, handle and resolve customer inquiries via phone, email and/or chat

  • Guide end users to support them in becoming more productive

  • Provide customers with product and service information

  • Research and resolve issues

  • Process orders, forms and contracts

  • Identify and escalate customer issues

  • Handle customer billing questions

  • Conduct outbound call campaigns to existing customers (i.e., survey user base)

  • Support and train the customers on all platforms using web-based services like Zoom or Teams

  • Perform general administrative tasks (data entry, reports, research, etc.)

  • Remain current on internal processes, procedures, and training used for managing customer technical and accounting issues

  • Utilize all available tools to analyze customer issues, provide communication on internal databases and ensure exceptional documentation on customer accounts

  • Must be punctual, reliable, and have consistent attendance

  • Overtime and on-call, as needed

  • Other duties may be assigned to meet business needs.


Required Qualifications :
 

Education/Training/Experience Requirements:



  • High school diploma or equivalent required, some college preferred

  • Six months or more experience in a customer service environment (inbound/outbound calls) with great phone and communication skills.

  • Proficient in Microsoft software (Excel, Word, PowerPoint, Visio, Access)

  • Expert knowledge of Windows Excel including Pivot Tables preferred

  • The ability to troubleshoot software platform issues preferred

  • Understand basic accounting, auditing and business procedures preferred

  • Prefer experience with web-based conference software such as GoToMeeting or WebEx 

  • Flexibility in Scheduling (Days/Hours) 




Skills/Abilities:



  • Ability to deliver outstanding customer service

  • Excellent listening and strong empathy skills

  • Well-developed communication and analytical skills

  • Ability to independently manage and prioritize workload and seek assistance when needed

  • Good problem-solving skills and focus on quality

  • Serenity in challenging situations

  • Ability to multi-task

  • Must be extremely detail oriented with respect to documentation and communication.

  • Positive dynamic compassionate personality

  • Ability to adapt to a fast-paced environment

  • Excellent Data Entry, Spelling, Grammar and Customer Service Skills

  • Self-motivated quick learner

  • Ability to take ownership and work independently to resolve customer concerns.


 

 For immediate review please send a copy of your resume to Ken Markiewicz at Kmarkiewicz@xfiregroup.com

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* Your eligibility for benefits depends upon your placement, hours billed and length of service. Your recruiter can identify the programs for which you are eligible. The Company reserves the right to modify or eliminate any of its non-legally mandated benefits at any time.