What Jobs are available for Customer Satisfaction in Baltimore?
Showing 217 Customer Satisfaction jobs in Baltimore
Customer Support Specialist
21201 Baltimore, Maryland
$48000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is looking for a highly empathetic and efficient Customer Support Specialist to manage client inquiries and provide exceptional service in Baltimore, Maryland, US . This role involves being the primary point of contact for customers, addressing their needs, resolving issues, and ensuring a positive customer experience. The ideal candidate possesses excellent communication skills, a patient demeanor, and a knack for problem-solving. You will be responsible for answering phone calls, responding to emails and live chat messages, troubleshooting customer issues, documenting interactions in a CRM system, and escalating complex problems to appropriate teams. A deep understanding of the client's products and services is crucial, which will be developed through comprehensive training. This is a hybrid role, requiring some in-office presence for team collaboration and specific training sessions, with the flexibility to work remotely. We seek individuals who are proactive, can manage their time effectively, and thrive in a fast-paced environment. Key performance indicators will include customer satisfaction scores, response times, and resolution rates. You will also play a vital role in gathering customer feedback to help improve our services. Familiarity with various customer service software and tools is a plus. This position offers a competitive salary, benefits package, and opportunities for growth within a growing organization. If you are passionate about helping others and have a strong desire to contribute to a customer-centric culture, we invite you to apply. Join a team dedicated to excellence and making a difference in the customer experience.
Is this job a match or a miss?
Apply Now
0
Customer Support Lead
21201 Baltimore, Maryland
$55000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and mentor a team of support professionals in Baltimore, Maryland, US . This role is crucial in ensuring exceptional customer service delivery, resolving complex customer issues, and driving continuous improvement in support processes. The Lead will oversee daily operations, provide guidance and training to the support team, and act as a point of escalation for challenging customer interactions. The ideal candidate possesses strong leadership abilities, excellent problem-solving skills, and a passion for creating positive customer experiences.
Responsibilities:
Qualifications:
Join a dedicated team focused on excellence in customer care.
Responsibilities:
- Lead, train, and motivate a team of customer support representatives to achieve performance goals and uphold service standards.
- Oversee the day-to-day operations of the customer support department, ensuring efficient handling of inquiries and issue resolution.
- Act as a primary point of escalation for complex customer issues, providing timely and effective resolutions.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), and first-contact resolution.
- Analyze customer feedback and support data to identify trends, areas for improvement, and training opportunities.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Collaborate with other departments (e.g., Sales, Product, Engineering) to address customer needs and product issues.
- Create and maintain support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Ensure adherence to company service level agreements (SLAs).
- Identify opportunities for process automation and efficiency gains within the support function.
- Foster a positive and collaborative team environment that encourages professional growth.
- Contribute to the development and implementation of customer support training programs.
- Handle customer escalations with professionalism and empathy, aiming for first-contact resolution where possible.
Qualifications:
- Associate's or Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
- Proven ability to lead, coach, and mentor a customer support team.
- Strong understanding of customer service principles and best practices.
- Excellent problem-solving, analytical, and decision-making skills.
- Exceptional communication, interpersonal, and conflict-resolution abilities.
- Proficiency in using CRM software and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively under pressure.
- Experience in developing and delivering training programs is a plus.
- Familiarity with (mention a relevant industry, e.g., E-commerce, SaaS, Financial Services) is advantageous.
- A passion for delivering outstanding customer experiences.
Join a dedicated team focused on excellence in customer care.
Is this job a match or a miss?
Apply Now
1
Customer Support Team Lead
21201 Baltimore, Maryland
$60000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is looking for an experienced and motivated Customer Support Team Lead to join their team in Baltimore, Maryland, US . This hybrid role requires a leader passionate about delivering exceptional customer service and guiding a team of support professionals to meet and exceed performance targets. The ideal candidate will possess strong communication, problem-solving, and leadership skills, with a proven ability to foster a positive and productive team environment.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Ensure timely and accurate resolution of customer inquiries and issues via phone, email, and chat.
- Develop and implement strategies to improve customer satisfaction and retention.
- Handle escalated customer complaints and complex issues with professionalism and efficiency.
- Analyze customer feedback and support metrics to identify areas for improvement.
- Collaborate with other departments to resolve cross-functional issues and enhance the customer experience.
- Develop and maintain up-to-date knowledge base articles and support documentation.
- Assist in the recruitment and onboarding of new customer support team members.
- Ensure adherence to company policies, procedures, and service level agreements (SLAs).
- Contribute to the development and implementation of new support processes and tools.
- Foster a positive and collaborative team culture, promoting teamwork and continuous learning.
- Manage team schedules and workload distribution to ensure adequate coverage.
- Report on team performance and key customer service metrics to management.
- High school diploma or equivalent; Bachelor's degree in a related field is a plus.
- Minimum of 3 years of experience in customer support, with at least 1 year in a team lead or supervisory role.
- Proven leadership and coaching abilities.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Strong problem-solving and decision-making capabilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Ability to work effectively in a fast-paced, dynamic environment.
- Strong organizational and time management skills.
- Adaptable to changing priorities and customer needs.
- Experience with hybrid work environments is beneficial.
Is this job a match or a miss?
Apply Now
2
Senior Customer Support Specialist
21201 Baltimore, Maryland
$55000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Baltimore, Maryland, US . This pivotal role will involve providing exceptional support to a diverse customer base, resolving complex technical issues, and contributing to the continuous improvement of our support processes. The ideal candidate will possess a strong aptitude for problem-solving, excellent communication skills, and a deep understanding of customer service best practices. Responsibilities include:
Qualifications:
- Handling high-volume inbound customer inquiries via phone, email, and chat.
- Troubleshooting and diagnosing technical issues, providing clear and concise solutions.
- Escalating complex problems to appropriate internal teams and following up to ensure resolution.
- Documenting all customer interactions and resolutions accurately in the CRM system.
- Developing and maintaining knowledge base articles and customer-facing documentation.
- Training and mentoring junior support staff.
- Identifying trends in customer issues and providing feedback to product and engineering teams.
- Participating in cross-functional projects to enhance the customer experience.
- Proactively seeking opportunities to improve support efficiency and effectiveness.
- Collaborating with sales and account management teams to ensure customer satisfaction.
- Adhering to service level agreements (SLAs) and key performance indicators (KPIs).
Qualifications:
- Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving abilities.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Experience in the software industry is a plus.
- Bachelor's degree in a related field or equivalent work experience.
- Familiarity with (specific software/tools relevant to the company's industry) is highly desirable.
- A commitment to delivering outstanding customer service and fostering positive client relationships.
- This role offers a hybrid work model, requiring some on-site presence in our Baltimore office.
Is this job a match or a miss?
Apply Now
3
Senior Customer Support Specialist
21201 Baltimore, Maryland
$25 Hourly
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Baltimore, Maryland . This pivotal role will involve providing exceptional support to customers, resolving complex technical issues, and contributing to the continuous improvement of our customer service processes. You will be a primary point of contact for escalated customer inquiries, requiring a deep understanding of our products and services. The ideal candidate will possess excellent communication and problem-solving skills, with a proven ability to handle high-pressure situations with professionalism and empathy.
Responsibilities include:
Responsibilities include:
- Handle escalated customer inquiries via phone, email, and live chat.
- Diagnose and troubleshoot complex technical issues, providing clear and concise solutions.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with other departments (e.g., Product Development, Sales) to resolve customer issues and identify areas for improvement.
- Train and mentor junior support staff, sharing best practices and product knowledge.
- Develop and maintain knowledge base articles and support documentation.
- Identify trends in customer issues and provide feedback to management for product enhancements and process optimizations.
- Ensure customer satisfaction by meeting or exceeding service level agreements (SLAs).
- Participate in team meetings and contribute to a positive and collaborative work environment.
- Stay up-to-date with product updates and new features to provide accurate support.
- Proactively identify potential customer issues and offer solutions before they arise.
- Contribute to the development and implementation of new customer support strategies.
- Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
- Strong understanding of customer support best practices and CRM systems.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Exceptional problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office Suite.
- Experience with (specific software/tools relevant to the industry, e.g., Zendesk, Salesforce Service Cloud) is a plus.
- Bachelor's degree in a related field or equivalent work experience.
- A proactive approach to customer service and a passion for helping others.
Is this job a match or a miss?
Apply Now
4
Senior Customer Support Specialist
21201 Baltimore, Maryland
$25 Hourly
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking an experienced Senior Customer Support Specialist to join their dynamic team in Baltimore, Maryland, US . This role is crucial in ensuring client satisfaction by providing top-tier support and resolving complex issues. The ideal candidate will possess excellent communication skills, a deep understanding of customer service principles, and the ability to troubleshoot technical and non-technical problems efficiently. Responsibilities include managing inbound customer inquiries via phone, email, and chat; escalating unresolved issues to appropriate departments; documenting all customer interactions and resolutions; training and mentoring junior support staff; and contributing to the continuous improvement of support processes and documentation. You will be expected to maintain a high level of customer satisfaction, handle challenging customer situations with professionalism and empathy, and collaborate with cross-functional teams to address customer needs. A minimum of 3-5 years of experience in a customer service or helpdesk role is required. Proficiency with CRM software and helpdesk ticketing systems is essential. Strong problem-solving and analytical skills are a must, as is the ability to work effectively both independently and as part of a team. This is a hybrid position, requiring some in-office presence in our Baltimore location, offering flexibility for remote work on other days. We are looking for individuals who are passionate about helping others and dedicated to delivering exceptional service.
Qualifications:
Qualifications:
- Bachelor's degree in a related field or equivalent work experience.
- Proven experience as a Customer Support Specialist, Helpdesk Technician, or similar role.
- Excellent verbal and written communication skills.
- Strong understanding of customer service principles and best practices.
- Proficiency in troubleshooting common software and hardware issues.
- Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms.
- Ability to multitask, prioritize, and manage time effectively.
- Demonstrated ability to remain calm and professional under pressure.
- Experience in leading or mentoring junior team members is a plus.
Is this job a match or a miss?
Apply Now
5
Lead Customer Support Engineer
21201 Baltimore, Maryland
$95000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a fast-growing SaaS company revolutionizing cloud-based solutions, is seeking an experienced Lead Customer Support Engineer to join their dedicated, remote-first team. This is an exciting opportunity to lead a team of support specialists, enhance customer satisfaction, and contribute to the continuous improvement of our product's user experience. You will be responsible for managing escalated technical issues, developing comprehensive support documentation and knowledge bases, training and mentoring support staff, and identifying trends in customer inquiries to inform product development. The ideal candidate possesses a deep understanding of cloud technologies, software troubleshooting, and customer service best practices. Proven experience in a technical support role, with at least 3 years in a leadership or senior capacity, is required. Excellent communication, problem-solving, and interpersonal skills are paramount, as is the ability to clearly articulate technical solutions to both technical and non-technical users. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is necessary. This is a fully remote position, and candidates must demonstrate the ability to work independently, manage time effectively, and collaborate seamlessly with a distributed team. If you are passionate about delivering exceptional customer experiences and have a knack for solving complex technical challenges, we encourage you to apply and help us provide world-class support to our valued customers.
Is this job a match or a miss?
Apply Now
Be The First To Know
About the latest Customer satisfaction Jobs in Baltimore !
6
Senior Customer Support Specialist
21201 Baltimore, Maryland
$25 Hourly
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. In this pivotal role, you will be the primary point of contact for customers, providing exceptional support and ensuring their satisfaction. You will handle a wide range of inquiries via phone, email, and chat, troubleshoot complex technical issues, and escalate problems when necessary. A deep understanding of customer service best practices and a passion for helping others are essential. You will be responsible for documenting customer interactions, maintaining accurate records in our CRM system, and contributing to the continuous improvement of our support processes. This role requires excellent communication and problem-solving skills, the ability to multitask effectively, and a proactive approach to identifying and resolving customer needs. We are looking for an individual who can work independently, manage their time efficiently, and thrive in a fast-paced remote environment.
Responsibilities:
Qualifications:
Responsibilities:
- Provide first-line technical and service support to customers.
- Respond to customer inquiries promptly and professionally across multiple communication channels.
- Troubleshoot, diagnose, and resolve customer issues effectively.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to the appropriate departments when necessary.
- Identify trends in customer inquiries and provide feedback to improve products and services.
- Assist in training new support staff on procedures and best practices.
- Maintain a high level of customer satisfaction through proactive engagement and effective problem resolution.
- Collaborate with cross-functional teams to ensure a seamless customer experience.
Qualifications:
- Proven experience in a customer service or helpdesk role, preferably in a senior capacity.
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with CRM software and helpdesk ticketing systems.
- Ability to work independently and as part of a remote team.
- High school diploma or equivalent; Associate's or Bachelor's degree preferred.
- Familiarity with (mention a relevant software/product area if applicable).
Is this job a match or a miss?
Apply Now
7
Senior Customer Support Specialist
21201 Baltimore, Maryland
$55000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a rapidly growing technology firm based in Baltimore, Maryland, US , is seeking a dedicated and experienced Senior Customer Support Specialist to join their dynamic team. This role is pivotal in ensuring exceptional customer satisfaction by providing expert technical assistance and resolving complex customer issues. You will serve as a primary point of contact for escalated customer inquiries, troubleshoot software and hardware problems, and guide customers through product usage. The ideal candidate possesses outstanding communication skills, a deep understanding of technical support principles, and a passion for helping others.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving complex issues efficiently and effectively.
- Diagnose and troubleshoot software, hardware, and network problems.
- Guide customers through product setup, installation, and usage.
- Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) and follow up to ensure resolution.
- Create and maintain comprehensive documentation for troubleshooting guides, FAQs, and knowledge base articles.
- Identify recurring customer issues and provide feedback to product and engineering teams for continuous improvement.
- Train and mentor junior support specialists.
- Monitor customer support queues and ensure timely response and resolution times.
- Contribute to the development and implementation of customer support policies and procedures.
- Proactively identify opportunities to improve the customer experience.
- Maintain a high level of customer satisfaction through professional and empathetic interactions.
- Participate in product testing and provide input on usability and functionality.
- Stay updated on product features, updates, and industry best practices.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- Minimum of 3-5 years of experience in technical customer support or helpdesk roles.
- Proven ability to troubleshoot and resolve complex technical issues.
- Strong knowledge of operating systems, networking concepts, and common software applications.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Exceptional problem-solving, analytical, and customer service skills.
- Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and knowledge base platforms.
- Ability to work independently and as part of a team in a fast-paced environment.
- Patience, empathy, and a genuine desire to help customers.
- Strong organizational skills and attention to detail.
Is this job a match or a miss?
Apply Now
8
Lead Customer Support Specialist
21201 Baltimore, Maryland
$65000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client is looking for an experienced and customer-focused Lead Customer Support Specialist to manage their support operations in Baltimore, Maryland, US . This pivotal role involves overseeing a team of support professionals, ensuring the delivery of exceptional customer service, and optimizing support processes. You will be instrumental in resolving complex customer inquiries, troubleshooting technical issues, and implementing strategies to enhance customer satisfaction and retention. The ideal candidate will have a passion for service, strong leadership capabilities, and a deep understanding of customer support best practices.
Responsibilities include:
Qualifications for this role include a Bachelor's degree or equivalent work experience. A minimum of 5 years of experience in customer service or a related field, with at least 2 years in a supervisory or leadership capacity, is required. Exceptional communication, interpersonal, and problem-solving skills are essential. Familiarity with CRM software and helpdesk ticketing systems is mandatory. A strong understanding of customer service principles and metrics is expected. You should be adept at handling high-pressure situations and motivated by delivering outstanding customer experiences. This is a significant opportunity to shape the customer experience for a growing company.
Responsibilities include:
- Lead, train, and mentor a team of customer support representatives.
- Manage inbound customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
- Develop and implement customer service policies and procedures to improve efficiency and customer satisfaction.
- Handle escalated customer issues with professionalism and empathy, providing effective resolutions.
- Analyze customer feedback and support metrics to identify trends and areas for improvement.
- Collaborate with other departments, such as sales and product development, to address customer needs and feedback.
- Create and maintain comprehensive knowledge base articles and FAQs for customers and internal teams.
- Monitor team performance and provide regular feedback and coaching to individual team members.
- Ensure adherence to service level agreements (SLAs) and company quality standards.
- Contribute to the continuous improvement of customer support tools and technologies.
- Proactively identify potential customer issues and implement preventative measures.
- Act as a point of escalation for complex technical or customer service challenges.
Qualifications for this role include a Bachelor's degree or equivalent work experience. A minimum of 5 years of experience in customer service or a related field, with at least 2 years in a supervisory or leadership capacity, is required. Exceptional communication, interpersonal, and problem-solving skills are essential. Familiarity with CRM software and helpdesk ticketing systems is mandatory. A strong understanding of customer service principles and metrics is expected. You should be adept at handling high-pressure situations and motivated by delivering outstanding customer experiences. This is a significant opportunity to shape the customer experience for a growing company.
Is this job a match or a miss?
Apply Now
9