• Full Time
  • Temp-to-Hire
  • Novi, MI

GreatStaff Client

Currently seeking a Customer Service Specialist in Novi, MI

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The Customer Service Specialist is the first point of contact for customers requiring technical support. The Customer Service Specialist creates and assigns service tickets to the appropriate department, monitors the service ticket statues, and follow up with technicians to ensure issues have been resolved professionally and in a timely manner.

Hours: Monday – Friday 8:00am to 5:00pm

Pay: $15.00 -$18.00/HR DOE

Position: Full Time, Temp-to-hire opportunity

Duties and Responsibilities:

  • Verify and update customer, contact and machine information in service software system database
  • Promptly answer inbound Service Department calls in a professional, friendly, and efficient manner
  • Accurately obtain and clearly document details of service issues, part number inquire or training request
  • Create and update service ticket based on email/phone conversation utilizing corporate ticketing software system
  • Track weekly phone support tactics and communicate results to company leadership
  • Communicate weekly on call hotline assignments to all parties involved
  • Provide backup phone support to front desk receptionist
  • Generate reports and analyze service-related data as requested by management team
  • Properly identify when a service issue should be escalated to management team
  • Consistently monitor service ticket dashboard and follow up with phone support staff on open tickets to ensure daily service objectives are achieved
  • Offer feedback and suggestions to improve service levels and internal processes
  • Perform other clerical and administrative office functions as assigned

Requirements and Qualifications:

  • Associates Degree preferred
  • 3+ years of Customer Service, Clerical, and/or Administrative experience
  • Strong written and verbal communication skills
  • Ability to work in a fast-paced environment and maintain composure in stressful situations
  • Experience utilizing CRM/CSM systems
  • Excellent phone etiquette, internal and customer service skills
  • Proficient in Microsoft Software- Excel, Word, and Outlook
  • Highly organized and multitasker
  • Excellent time management skills

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