客户服务支持
Customer service support
DrBalcony简介
DrBalcony是检测创新领域的可靠品牌。自2021年成立以来，我们致力于弥合业主与专业检测人员之间的差距。以精准、技术与信任为核心，DrBalcony让项目起飞，凭借超过4000次检测的专业知识，使加州的阳台更加安全。
我们正在寻找一位注重细节、以客户为中心的客户支持专员，作为客户的首要联系人。该远程职位负责处理来电和外拨沟通，解决客户问题，并确保请求高效地转交给相应团队。理想的候选人应具备条理性、沟通能力，并致力于在远程环境中提供积极的客户体验。
主要职责
- 接听来电并转接至相应部门（销售、排期、收款、设计/许可）
- 及时回拨未接来电和语音邮件
- 根据客户需求提供准确的检测报告状态更新
- 开展发票沟通工作，包括外拨付款电话，必要时转交收款部门
- 协助客户理解报告，当不需要设计时
- 当需要设计时，引导客户联系其客户经理进行详细报告审核
- 作为客户咨询、投诉和支持案例的主要联系人
- 尽可能解决客户问题，确保客户满意度高
- 在Salesforce中管理并监控案件，确保正确分配和转接
- 积极处理客户服务相关案件并跟进至解决
- 当需要额外支持或干预时，适当升级案件
任职要求
- 2年以上客户服务或呼叫中心经验
- 英语流利且自信（口语和书面）
- 良好的电话礼仪和人际沟通技巧
- 能够多任务处理并管理大量电话和案件
- 有远程工作经验者优先
- 有CRM系统经验（Salesforce优先）
- 强大的解决问题能力和细致入微的注意力
- 在高压或升级情况下能保持冷静和专业
- 团队导向，积极主动地支持客户和内部团队
最初发布于喜马拉雅山
查看英文原文
About DrBalcony
Welcome to DrBalcony – a trusted name in Inspection innovation. Since our establishment in 2021, we’ve been committed to bridging the gap between property owners and skilled Inspectors. With a focus on precision, technology, and trust, DrBalcony is where projects take flight, making California balconies safer with the expertise of over 4000 inspections.
We are looking for a detail-oriented and customer-focused Customer Support Specialist to serve as a key point of contact for our clients. This fully remote role is responsible for handling inbound and outbound communications, resolving customer issues, and ensuring requests are routed efficiently to the appropriate teams. The ideal candidate is organized, communicative, and committed to delivering a positive customer experience while working in a remote environment.
Key Responsibilities
- Answer incoming calls and route them to the appropriate department (Sales, Scheduling, Collections, Design/Permits)
- Return missed calls and voicemails in a timely manner
- Provide accurate inspection report status updates to clients upon request
- Conduct invoice outreach, including outbound payment calls and escalation to collections when necessary
- Assist clients in understanding reports when designs are not required
- Direct clients to their Account Manager for detailed report reviews when designs are required
- Serve as the primary point of contact for customer inquiries, complaints, and support cases
- Resolve customer issues when possible, ensuring a high level of customer satisfaction
- Manage and monitor cases in Salesforce, ensuring they are assigned and routed correctly
- Actively work on customer service-related cases and follow through to resolution
- Escalate cases appropriately when additional support or intervention is needed
Qualifications
- 2+ years of customer service or call center experience
- Fluent and confident in English (both verbal and written)
- Excellent phone etiquette and interpersonal skills
- Ability to multitask and manage a high volume of calls and cases
- Experience working in a remote environment preferred
- Experience with CRM systems (Salesforce preferred)
- Strong problem-solving skills and attention to detail
- Ability to remain calm and professional in high-pressure or escalated situations
- Team-oriented with a proactive approach to supporting clients and internal teams
Originally posted on Himalayas