Customer Support Specialist - Southeast - job 1 of 2

As a Customer Support Specialist at Odeko, your primary responsibilities will include acting as the first point of contact for customer inquiries via email, chat, and social media. You’ll provide personalized service, troubleshoot user issues with our Order Ahead app and Supply Portal, and assist with questions from our e-commerce and shipping customers. Collaboration with teams like Account Management and Operations will also be crucial to resolving customer concerns efficiently.

To excel as a Customer Support Specialist at Odeko, you’ll need to have at least 1 year of experience in customer service or a related field. A strong passion for customer care, advanced problem-solving skills, and comfortable computer proficiency are key qualifications. Experience with Hubspot and Shopify is a plus, and you should be adaptable to a fast-paced environment while managing multiple tasks effectively.

Odeko is dedicated to nurturing its employees. As a Customer Support Specialist, you'll benefit from a fast-paced working environment that fosters growth and development. Our team supports continuous learning, and you’ll be encouraged to make meaningful contributions to enhance the customer experience through feedback and innovative ideas.

The work schedule for the Customer Support Specialist position at Odeko is Monday to Friday, from 9 AM to 5 PM CT. Given the remote nature of the position, flexibility in scheduling, including possibly working off hours and weekends, is expected to cater to the needs of our customers effectively.

During the recruitment process for the Customer Support Specialist role at Odeko, candidates can expect an engaging interview process focused on assessing their communication skills, problem-solving abilities, and customer-centric mindset. You will likely have discussions on your previous experience, scenarios demonstrating your empathetic approach, and how you can contribute to Odeko's mission of supporting local businesses.

In delivering excellent customer service, I prioritize listening attentively to the customer's concerns and ensuring that their needs are understood and addressed promptly. I believe in building relationships and trust with customers, demonstrating empathy, and being proactive in resolving issues, which I view as key components of exceptional service.

When dealing with angry or difficult customers, I focus on remaining calm and composed. I actively listen to their concerns, empathize with their frustrations, and assure them that I'm here to help. By taking ownership of the situation and providing clear solutions, I strive to turn a negative experience into a positive one.

In a previous role, a customer was experiencing repeated issues with an order. I took the time to personally follow up, provide updates, and even arranged for expedited shipping. Their gratitude reinforced my belief in the importance of customer advocacy, and it became a memorable experience for both of us.

Prioritizing tasks involves assessing urgency and the specific needs of each customer. I utilize a digital task management system to keep track of open inquiries while setting aside time blocks to address more complex issues. This helps ensure that I am responsive while maintaining quality support.

To troubleshoot effectively, I follow a systematic approach: first, I gather comprehensive information about the issue by asking targeted questions; then, I research possible solutions using internal resources or knowledge bases; finally, I communicate the resolution steps clearly to the customer to ensure they feel supported.

In my previous positions, I regularly utilized CRM software like Hubspot to manage customer interactions, track issue resolution, and create customer profiles. Having a solid understanding of how to document history and analyze insights from the CRM has significantly improved my efficiency.

To create effective helpdesk content, I start by identifying the common issues customers face and addressing questions they frequently ask. I ensure that the content is easy to understand, concise, and visually appealing. I also update it periodically based on customer feedback and usage data to remain relevant.

Teamwork is paramount in a customer support role. I make it a point to foster open communication with colleagues across different departments, creating a collaborative environment where we can brainstorm solutions, share insights, and collectively enhance the customer experience.

In handling a particularly complex customer issue involving multiple product components, I coordinated with technical support and account management to get to the bottom of the problem. By maintaining clear communication with the customer throughout the process and providing timely updates, we resolved the issue quickly, leading to the customer's complete satisfaction.

I believe my passion for customer care and my ability to relate to customers' needs make me a great fit for the Customer Support Specialist role at Odeko. My strong background in problem-solving, combined with my experience in customer support and my knowledge of technology, will enable me to provide exceptional service to Odeko's community.