Customer Service Support Specialist

About DrBalcony

DrBalcony is a pioneering company established in 2021 that specializes in innovative inspection services aimed at enhancing balcony safety in California. The company connects property owners with experienced inspectors, having completed over 4000 inspections with a focus on accuracy, technology, and building trust.

Role Overview

We are in search of a meticulous and client-oriented Customer Service Support Specialist to act as the main communication liaison for our customers. This role is fully remote and involves managing incoming and outgoing communications, resolving client queries, and ensuring efficient routing of requests to the proper departments. The successful candidate will be highly organized, communicative, and dedicated to providing an exceptional customer experience in a remote work setting.

Key Responsibilities

• Handle incoming calls and direct them to the appropriate departments such as Sales, Scheduling, Collections, or Design/Permits.
• Promptly return missed calls and respond to voicemails.
• Provide clients with accurate updates regarding the status of inspection reports when requested.
• Manage invoice communication including making outbound payment calls and escalating to collections if necessary.
• Help clients comprehend inspection reports, particularly when no design services are required.
• Refer clients to their Account Manager for thorough report discussions when design work is involved.
• Act as the primary contact for customer questions, complaints, and support issues.
• Strive to resolve customer problems promptly, aiming to maintain a high satisfaction level.
• Oversee case management within Salesforce, ensuring cases are properly assigned and directed.
• Proactively handle customer service cases and follow them through to their resolution.
• Appropriately escalate issues when further assistance or intervention is needed.

Candidate Qualifications

• Minimum of two years experience in customer service or call centers.
• Fluency and confidence in English communication, both spoken and written.
• Strong telephone etiquette and interpersonal skills.
• Capacity to manage multiple tasks and handle a high volume of calls and cases effectively.
• Prior remote work experience is preferred.
• Familiarity with Customer Relationship Management systems, particularly Salesforce, is advantageous.
• Excellent problem-solving capabilities and attention to detail.
• Ability to maintain composure and professionalism during stressful or escalated scenarios.
• A collaborative mindset with a proactive attitude towards supporting clients and team members.

Compensation

The hourly wage for this position ranges from 5 to 6 USD, applicable to candidates based in the Philippines.