Job Description
CUSTOMER SUPPORT SPECIALIST
WHY PERLESMITH?
PERLESMITH is one of the top sellers of TV mounts and has rapidly expanded their product line to include TV stands, TV carts, speaker stands and other accessories to maximize the audio and video experience. PERLESMITH designs innovative solutions that help enhance the performance of audio-video related products and offers consumers unique, quality and affordable options while also focusing on simplicity, use and safety.
Our mission is to provide the highest level of product support and customer service to the users of our assorted product lines in a timely, efficient and professional manner. To help maintain this goal, we are seeking experienced candidates who exemplify exceptional customer service skills and enjoy problem solving on behalf of others. As a Customer Support Specialist, it will be a critical part of your position to listen and identify customers’ needs over the phone, provide accurate information, demonstrate understanding of our product lines, effectively problem solve and offer resolutions in a timely manner to maximize customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Ability to receive in-bound calls and provide professional level of product support when customers and users contact customer service.
• Identify factors and steps necessary to assist customers on how to properly install tv wall mounts, answer questions and provide other product knowledge.
• Successfully respond to routine as well as more complex customer service calls and inquiries with minimal-to-no supervision.
• Support and follow-up with customers through phone, email and text.
• Provide appropriate solutions and detailed product information.
• Maintain and update call records on status of customer service inquiries.
• Navigate software and internet with multiple browsers, email, social media, instant messenger and chat tools.
• Review instruction manuals, product information and on-line listings for accuracy.
• Collaborate with other team members to help improve processes and the customer experience.
• All other duties as assigned.
EXPERIENCE AND QUALIFICATIONS
• Minimum of 1 to 3 years of customer service, product support, install or other related industry experience.
• Experience in the consumer electronics industry, retail or installation with an emphasis in television wall mounting, ready-to-build furniture and accessories beneficial.
• Detail-oriented with ability to understand and communicate written instructions, procedures and guidelines.
• Strong customer service and analytical skills.
• General understanding of consumer electronics industry.
• Familiarity or understanding of metal fabrication and fasteners helpful.
• High School Diploma or GED
• Associate or bachelor’s degree in business preferred, or equivalent work related experience.
ADDITIONAL KNOWLEDGE, SKILLS AND ABILITIES
• Ability to focus, concentrate and devote undivided attention to customer calls during designated work office hours.
• Strong computer skills required to navigate software and internet with multiple browsers, email, social media, instant messenger and chat tools.
• Knowledge of televisions, tv wall mounts or specifics with sheetrock, drywall and installation of hardware or related work experience preferred.
• Ability to work-well independently with strong time-management and organization skills.
• Understanding of consumer electronics or inner-wall construction.
• Interest and ability to learn new products lines.
• Strong written and verbal communication skills.
• Problem-solving and effective resolution skills.
• Passion for providing outstanding customer service.
There are immediate openings for newly added Customer Support Specialists positions within our company due to expansion and sales. These full-time positions require a work area within your home that can be dedicated to customer service support, free of noise and other distractions during the Governor's COVID-19 work-at-home order. Once order is lifted, positions will be assigned to work at the company's office location in northern suburbs of the metro.
Product-line training, company computer and other materials provided along with assistance to the company's official toll-free customer service phone number for set-up in home office. Positions provide support during regular day business hours (40 hours per week). Perlesmith is part of the Bestergo family of product lines.
Interested and qualified candidates are invited to submit their resume with cover letter to Hiring Manager.
Equal Employment Opportunity Employer. All qualified applicants will receive consideration for positions without regard to age, race, color, religion, gender identity, sexual orientation, national origin, genetic information, sex, disability, veteran status or any other legally protected basis.
Reasonable accommodations may be made to help enable individuals with disabilities to perform essential job functions.
Job Type: Full-time
Pay: $17.00 - $23.00 per hour
COVID-19 considerations: Initial interviews conducted via Phone, Zoom, FaceTime and/or Skype.
Company Description
PERLESMITH is one of the top sellers of TV mounts and has rapidly expanded their product lines to include TV stands, TV carts, speaker stands and other accessories to maximize the audio and video experience. PERLESMITH designs innovative solutions that help enhance the performance of audio-video related products and offers consumers unique, quality and affordable options while also focusing on simplicity, use and safety. Our mission is to provide the highest level of product support and customer service to the users of our assorted product lines in a timely, efficient and professional manner. To help maintain this goal, we are seeking experienced candidates who exemplify exceptional customer service skills and enjoy problem solving on behalf of others. As a Customer Support Specialist, it will be a critical part of your position to listen and identify customers’ needs over the phone, provide accurate information, demonstrate understanding of our product lines, effectively problem solve and offer resolutions in a timely manner to maximize customer satisfaction. Part of the BESTERGO family of brands and consumer products.