Customer Support Specialist
WHO IS EAGLEVIEW?
EagleView is a highly innovative technology company, that has been the leader in aerial imagery for the past 17 years! We use cutting-edge data analytics, machine learning, and AI to serve our clients in the insurance, energy, construction, real estate, and government markets. EagleView has been a “Best Place to Work” for more than five years running. Talk to a recruiter and discover why!
Job Description
EagleView is looking for a quality-focused Customer Support Specialist to join our supportive and fun team. Our Customer Support team answers questions over email, live web-chat, and on the phone about general account information, billing and order statuses.
Specialists are empowered to resolve almost any of our customer’s concerns with a focus on first-call resolution. We focus on training from the beginning and we give our team members the tools they need to succeed long-term.
EagleView is a dynamic, growing company with a tremendous amount of opportunity for motivated employees. Join our Customer Support team and learn our business from the ground up. The sky is the limit!
Primary Responsibilities
- Answer inbound calls, emails, and chats from potential customers and existing clients
- Quickly assess customer issues to provide accurate support
- Explore and understand customers’ needs and exceed their expectations
- Complete all required trainings and stay informed about company news and department processes and procedures
- Maintain a high standard of professionalism with our customers
- Adhere to department performance goals and production standards
- Be able to work independently, while knowing how/when to handle or escalate critical customer issues
- Maintain individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives
- Other duties as assigned
Skills & Requirements
- Must be at least 18 years of age
- High School Diploma or equivalent (GED) is required
- A minimum of 1 year of Customer Service experience required
- Able to work in fast-paced environment and easily pivot with changing business needs
- Proficient with Microsoft Office Suite (Excel, Outlook, Word)
- Must be computer savvy and able to navigate multiple applications at the same time
- Able to work under pressure and remain flexible to changing schedules and demands
- Strong verbal and interpersonal communication skills
- Must be detail-oriented, organized and able to multi-task
- Capable of managing challenging customers and building rapport
- Able to deescalate issues efficiently and appropriately
- Possess strong problem-solving and analytical skills
- Able to collaborate with and contribute to a team environment
- Must be able to work independently with minimal supervision
- Weekend Availability on Sat & Sun a MUST-Customer Service hours of operations are as follows: Monday-Friday 8am-8pm EST, Saturday-Sunday 9am-6pm EST
Equipment/Hardware needed for role
- PC Requirements
- Windows 10 Home or above
- Intel i3 (gen 3) or AMD Athlon/Ryzen equivalent
- 8GB Ram
- 128GB Hard Drive
- Wired ethernet preferred (Wireless will also work at 50Mpbs)
- (2) 24″ monitors recommended
- USB headset
- Webcam
- Mac Requirements: Macbook/Pro/Air – All models that run MacOS 10.8.1 (Mountain Lion) are compatible
- Intel Core i Processor
- 8GB Ram
- 128GB Hard Drive
- Wired ethernet preferred (Wireless will also work at 50Mpbs)
- (2) 24″ monitors recommended
- USB headset
- Webcam