Customer Support Specialist

TEMPORARY CUSTOMER SUPPORT SPECIALIST for our North Austin client.

THIS IS AN EIGHT MONTH PROJECT.

Monday–Friday 8AM–5PM
100% in the office, located at 183/McNEIL

Representatives in systems, products, and procedures related to subscription services, and acting as the primary point of contact for all subscription-related tasks, including:
• Changes, mergers, consolidations, renewals, and cancellations.
• Subscription-related calls, inquiries, and payment processing (credit cards, POS).
• Ensuring accurate syncing of subscription data with GP and reviewing monthly subscriptions to match with quotes for accuracy.
• Assisting with order entry and approvals for both subscription orders.
• Reviewing upcoming subscription orders, including late subscriptions, across all lists to ensure timely action.

During slower periods in subscription workflow, support Customer Operations (CustOps) by:
• Assisting with general service tasks, including order entry, RMA, approvals, and other CustOps responsibilities.
• Jumping in on team-wide initiatives or coverage needs.

To Succeed, you’ll need:
• 3-5 years of customer service or sales experience.
• Ability to thrive in a fast-paced environment.
• Excellent interpersonal and multitasking skills.
• Knowledge of Salesforce is a plus.
• Strong oral and written communication skills.

Key Responsibilities:
• Handling orders, quotes, and order status inquiries.
• Creating and revising quotes and sales orders.
• Resolving customer issues and discrepancies.
• Resolving order, shipping, and invoicing discrepancies.
• Processing quotes and sales orders for RMAs.
• Handling unit billing cases.
• Ensuring correct billing information for smooth transactions.
• Modifying subscriptions and billing.
• Researching accounts and contacting customers as needed.
• Participating in operations meetings.
• Resolving address and parts issues.
• Notifying production team of urgent orders.
• Maintaining part numbers and customer address records.