Job description

Description:
Position: Customer Support Clerk Full-time Up to $16.00 per hour

DOE Description: NOTE: This position can result in promotion to Customer Service Specialist after four to twelve weeks of satisfactory performance. This position is in person in Youngsville, NC, and has a fixed schedule of Monday through Friday, 8 AM to 4 PM, with paid a lunch break. The Customer Support Clerk is expected to interact with current and potential customers, providing basic or scripted information in response to routine inquiries about NCTC’s services. The clerk will be trained on NCTC’s field service management software and will be expected to attend to routine email correspondence in a timely manner, so accurate keyboarding skills and a strong grasp of business correspondence etiquette are required - speed is not essential. Exceptional telephone skills are a must; the clerk will be trained in NCTC’s industry specifics, but a pleasant, courteous, and professional demeanor on the telephone is always required. Light housekeeping is expected of all team members. Bilingual (Spanish) is a plus but not required. The clerk will not be expected to resolve complaints.

Responsibilities: Confer with customers by telephone to provide information about products or services, schedule work, or obtain details of complaints. Promote products, services, or programs, and solicit sales of new or additional services. Document customer interactions when necessary, including complex inquiries or complaints, as well as actions taken. Contact customers in response to any voicemail messages and to confirm upcoming scheduled services. Refer unresolved customer grievances to the appropriate team member for investigation and resolution.

Work Skill Requirements: Working knowledge of the principles and processes for providing good customer service. Working knowledge of principles and methods for showing, promoting, and selling products or services. Working knowledge of administrative and office procedures and systems such as emails, word processing, data entry, managing records, and workplace terminology. Strong communication skills in English, both oral and written

Requirements:
Work Style Requirements: Must be reliable, Must be adaptable, open to change (positive or negative,) and to considerable variety in the workplace. Must be a team player, pleasant with others on the job, and display a good-natured, cooperative attitude. Comfortable using Google Workspace or comparable. Some college degree are preferred, but not required. Experience with Aspire FSMS helpful, but not required. Experience with multi-line telephone systems.

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