[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. JD Power is a globally recognized company that specializes in providing data and analytics for the automotive industry. They are seeking a Customer Support Specialist to be the first point of contact for customers, assisting with inquiries via email and live chat while ensuring a high level of service quality.
Responsibilities
- Respond promptly and professionally to customer inquiries via email and live chat
- Resolve customer questions, concerns, and issues with empathy and accuracy
- Accurately document customer interactions and resolutions in the CRM system
- Perform Quality Assurance checks using established processes
- Identify and escalate complex or unresolved issues to the appropriate teams
- Follow standard operating procedures to ensure consistent service quality
- Contribute to team knowledge bases and FAQ resources
- Meet or exceed individual KPIs including response time, resolution rate, and customer satisfaction scores
- Collaborate with internal teams (IT developers, product, operations) to advocate for customer needs
- Work closely with Customer Support Supervisor to complete team and personal goals, along with daily Salesforce tasks
Skills
- High school diploma or equivalent; associate or bachelor's degree preferred
- Strong written communication skills with keen attention to grammar and tone
- Ability to manage multiple live chat conversations simultaneously while maintaining quality
- Comfortable working in a fast-paced, metrics-driven environment
- Proficiency with standard computer applications (email, web browser, Microsoft Office)
- Positive, professional attitude and a genuine desire to help customers
- Prior customer service or support experience (retail, hospitality, or office setting), an asset
- Experience with CRM platforms (e.g., Salesforce), an asset
- Familiarity with the automotive or market research industries, an asset
Company Overview