JOB DESCRIPTION: Customer Service Specialist

REPORTS TO: Office Manager

SUMMARY: The Customer Support Specialist is responsible for assisting customers with general inquiries, concerns, and technical issues related to the company’s products and services. This role involves responding to customer queries via phone, email, or chat, identifying customer needs, and ensuring a high level of customer satisfaction. The Customer Support Specialist helps establish the company’s reputation for excellent service throughout the sales, maintenance, and post-sales processes.

ESSENTIAL FUNCTIONS:

• Respond to customer queries in a timely and accurate manner via phone, email, or chat.
• Identify customer needs and assist in resolving related issues.
• Analyze and report product malfunctions by testing scenarios or impersonating users.
• Update internal databases with information about technical issues and customer interactions.
• Monitor customer complaints on social media and provide assistance as needed.
• Share feature requests and effective workarounds with team members.
• Inform customers about new product features and functionalities.
• Follow up with customers to ensure technical issues are resolved.
• Gather customer feedback and share with Accounting, Management, and Sales teams.
• Assist in training junior Customer Support Representatives.
• Liaise with staff and management to meet deadlines and ensure customer satisfaction.
• Maintain familiarity with property management software and systems to support customer needs effectively.

MINIMUM QUALIFICATIONS:

• Experience and Education
• Proven experience as a Customer Support Specialist or similar role.
• Familiarity with the property management industry is highly recommended.

Knowledge and Skills

• Understanding of CRM systems and customer service platforms.
• Excellent communication and problem-solving skills.
• Strong organizational and multitasking abilities.
• Patience and professionalism when handling difficult cases.
• Familiarity with property management software (TOPS, HomeWise, StrongRoom, etc.) is a plus.

Abilities

• Ability to work independently and collaboratively.
• Ability to manage multiple tasks and meet deadlines.
• Ability to handle sensitive and confidential financial information.

Physical Demands

• Ability to lift up to 10 lbs.
• Extensive use of fingers for typing and visual use of the computer monitor.
• Work in an upright standing or sitting position for long periods of time.
• Ability to perform the physical nature of the tasks listed above.

Work Environment / Conditions

• Exposure to office equipment and supplies
• Day-to-day public contact.
• Frequently work at a fast pace, with constant interruptions.

OTHER: The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Management retains the discretion to review as duties and responsibilities change with business necessity periodically. Essential job functions and any other functions are subject to modification at any time, with or without notice. Seacrest Southwest is an equal-opportunity employer and drug-free workplace.

ADA: The employer will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990

Disclaimer: This is not an all-inclusive job description. In addition, management has the right to change any portion of this job description at any time and for any reason