443 Customer Support Specialist jobs in Sacramento

POSITION SUMMARY: The Customer Support Specialist provides assistance and support to customers, Sales, Facility Operations, Customer Service Manager and management by coordinating office services, such as data entry, clerical work, records control, creating forms, and preparing reports, etc. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Expedites the steady and courteous flow of internal and external communications, such as incoming/outgoing telephone and email messages.

PRINCIPLE RESPONSIBILITIES:

• Communicates with customers by phone, email or in person attain information to ensure accurate and timely waste profile approval.

• Assists and provides support to internal and external customers.

• Assists customers with waste characterization and related documentation in accordance with facility, state and federal regulations.

• Maintains customer profiles and contract filing system.

• Coordinates completion of profile forms, contract forms, collects deposits, prepares change of address records, and issues discontinuance orders.

• Research operational concerns, questions and discrepancies.

• Prepares and transmits reports and waste shipment summaries.

• Prepares manifests for mailing, scanning, or emailing.

• Processes memos, correspondence, reports and other documents.

• Reviews billing adjustments.

• Performs other related duties as assigned.

PREFERRED QUALIFICATIONS:

• To perform the duties of this job, associate must be customer service oriented; possess ability to actively listen to customers to understand requests; have good communication skills; be detail oriented; must be able to operate a variety of office equipment such as scanner, calculator, copier, computer, facsimile. Other CS skills include high level of professionalism and problem-solving ability.

• Knowledge of RCRA as it relates to waste characterization and waste processing protocols.

• Familiarity with DOT regulations.

• Knowledge of the MS Office Suite.

• Ability to identify trends and data patterns.

• Ability to coordinate and manage multiple projects.

• Ability to work within a team environment and handle multiple assignments simultaneously.

MINIMUM QUALIFICATIONS:

• 3 or more years related customer service experience.

Pay Range:

$24.08 - $6.12

Bonus Plan Details (if applicable):

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:

• Comprehensive medical benefits coverage, dental plans and vision coverage.

• Health care and dependent care spending accounts.

• Short- and long-term disability.

• Life insurance and accidental death & dismemberment insurance.

• Employee and Family Assistance Program (EAP).

• Employee discount programs.

• 401(k) plan with a generous company match.

• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was 4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our company values guide our daily actions:

• Safe : We protect the livelihoods of our colleagues and communities.

• Committed to Serve : We go above and beyond to exceed our customers’ expectations.

• Environmentally Responsible: We take action to improve our environment.

• Driven : We deliver results in the right way.

• Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.

STRATEGY

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.

We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.

SUSTAINABILITY INNOVATION

Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION

• Barron’s 100 Most Sustainable Companies

• CDP Discloser

• Dow Jones Sustainability Indices

• Ethisphere’s World’s Most Ethical Companies

• Fortune World’s Most Admired Companies

• Great Place to Work

• Sustainability Yearbook S&P Global

**POSITION SUMMARY:** The Customer Support Specialist provides assistance and support to customers, Sales, Facility Operations, Customer Service Manager and management by coordinating office services, such as data entry, clerical work, records control, creating forms, and preparing reports, etc. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Expedites the steady and courteous flow of internal and external communications, such as incoming/outgoing telephone and email messages.
**PRINCIPLE RESPONSIBILITIES:**
+ Communicates with customers by phone, email or in person attain information to ensure accurate and timely waste profile approval.
+ Assists and provides support to internal and external customers.
+ Assists customers with waste characterization and related documentation in accordance with facility, state and federal regulations.
+ Maintains customer profiles and contract filing system.
+ Coordinates completion of profile forms, contract forms, collects deposits, prepares change of address records, and issues discontinuance orders.
+ Research operational concerns, questions and discrepancies.
+ Prepares and transmits reports and waste shipment summaries.
+ Prepares manifests for mailing, scanning, or emailing.
+ Processes memos, correspondence, reports and other documents.
+ Reviews billing adjustments.
+ Performs other related duties as assigned.
**PREFERRED QUALIFICATIONS:**
+ To perform the duties of this job, associate must be customer service oriented; possess ability to actively listen to customers to understand requests; have good communication skills; be detail oriented; must be able to operate a variety of office equipment such as scanner, calculator, copier, computer, facsimile. Other CS skills include high level of professionalism and problem-solving ability.
+ Knowledge of RCRA as it relates to waste characterization and waste processing protocols.
+ Familiarity with DOT regulations.
+ Knowledge of the MS Office Suite.
+ Ability to identify trends and data patterns.
+ Ability to coordinate and manage multiple projects.
+ Ability to work within a team environment and handle multiple assignments simultaneously.
**MINIMUM QUALIFICATIONS:**
+ 3 or more years related customer service experience.
**Pay Range:**
$25.16 - $7.74
**Bonus Plan Details (if applicable):**
**Rewarding Compensation and Benefits**
Eligible employees can elect to participate in:
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- 401(k) plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
_The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company._
Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.
**ABOUT THE COMPANY**
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2023, Republic's total company revenue was 14.9 billion, and adjusted EBITDA was 4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
+ **Safe** : We protect the livelihoods of our colleagues and communities.
+ **Committed to Serve** : We go above and beyond to exceed our customers' expectations.
+ **Environmentally Responsible:** We take action to improve our environment.
+ **Driven** : We deliver results in the right way.
+ **Human-Centered:** We respect the dignity and unique potential of every person.
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
**STRATEGY**
Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.
We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.
With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
**Recycling and Waste**
We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.
**Environmental Solutions**
Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
**SUSTAINABILITY INNOVATION**
Republic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.
**RECENT RECOGNITION**
+ Barron's 100 Most Sustainable Companies
+ CDP Discloser
+ Dow Jones Sustainability Indices
+ Ethisphere's World's Most Ethical Companies
+ Fortune World's Most Admired Companies
+ Great Place to Work
+ Sustainability Yearbook S&P Global

**POSITION SUMMARY:** The Customer Support Specialist provides assistance and support to customers, Sales, Facility Operations, Customer Service Manager and management by coordinating office services, such as data entry, clerical work, records control, creating forms, and preparing reports, etc. Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Expedites the steady and courteous flow of internal and external communications, such as incoming/outgoing telephone and email messages.
**PRINCIPLE RESPONSIBILITIES:**
+ Communicates with customers by phone, email or in person attain information to ensure accurate and timely waste profile approval.
+ Assists and provides support to internal and external customers.
+ Assists customers with waste characterization and related documentation in accordance with facility, state and federal regulations.
+ Maintains customer profiles and contract filing system.
+ Coordinates completion of profile forms, contract forms, collects deposits, prepares change of address records, and issues discontinuance orders.
+ Research operational concerns, questions and discrepancies.
+ Prepares and transmits reports and waste shipment summaries.
+ Prepares manifests for mailing, scanning, or emailing.
+ Processes memos, correspondence, reports and other documents.
+ Reviews billing adjustments.
+ Performs other related duties as assigned.
**PREFERRED QUALIFICATIONS:**
+ To perform the duties of this job, associate must be customer service oriented; possess ability to actively listen to customers to understand requests; have good communication skills; be detail oriented; must be able to operate a variety of office equipment such as scanner, calculator, copier, computer, facsimile. Other CS skills include high level of professionalism and problem-solving ability.
+ Knowledge of RCRA as it relates to waste characterization and waste processing protocols.
+ Familiarity with DOT regulations.
+ Knowledge of the MS Office Suite.
+ Ability to identify trends and data patterns.
+ Ability to coordinate and manage multiple projects.
+ Ability to work within a team environment and handle multiple assignments simultaneously.
**MINIMUM QUALIFICATIONS:**
+ 3 or more years related customer service experience.
**Pay Range:**
$24.08 - $6.12
**Bonus Plan Details (if applicable):**
**Rewarding Compensation and Benefits**
Eligible employees can elect to participate in:
- Comprehensive medical benefits coverage, dental plans and vision coverage.
- Health care and dependent care spending accounts.
- Short- and long-term disability.
- Life insurance and accidental death & dismemberment insurance.
- Employee and Family Assistance Program (EAP).
- Employee discount programs.
- 401(k) plan with a generous company match.
- Employee Stock Purchase Plan (ESPP).
_The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company._
Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.
**ABOUT THE COMPANY**
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2023, Republic's total company revenue was 14.9 billion, and adjusted EBITDA was 4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
+ **Safe** : We protect the livelihoods of our colleagues and communities.
+ **Committed to Serve** : We go above and beyond to exceed our customers' expectations.
+ **Environmentally Responsible:** We take action to improve our environment.
+ **Driven** : We deliver results in the right way.
+ **Human-Centered:** We respect the dignity and unique potential of every person.
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
**STRATEGY**
Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.
We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.
With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
**Recycling and Waste**
We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.
**Environmental Solutions**
Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
**SUSTAINABILITY INNOVATION**
Republic's recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation's first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.
**RECENT RECOGNITION**
+ Barron's 100 Most Sustainable Companies
+ CDP Discloser
+ Dow Jones Sustainability Indices
+ Ethisphere's World's Most Ethical Companies
+ Fortune World's Most Admired Companies
+ Great Place to Work
+ Sustainability Yearbook S&P Global

Our client, a leading technology solutions provider, is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Sacramento, California, US . This pivotal role will involve providing top-tier technical assistance and exceptional customer service to a diverse client base. You will be responsible for troubleshooting complex issues, guiding users through product features, and ensuring customer satisfaction through timely and effective resolutions. Key responsibilities include managing inbound support requests via phone, email, and chat; diagnosing and resolving software and hardware issues; escalating unresolved problems to higher-level support teams; documenting all support interactions and solutions; developing and maintaining a comprehensive knowledge base of common issues and their resolutions; contributing to the improvement of support processes and customer education materials; training and mentoring junior support staff; and collaborating with product development teams to relay customer feedback and identify areas for product enhancement. The ideal candidate will possess a strong understanding of CRM systems, ticketing software, and remote support tools. A proven track record of exceeding customer satisfaction metrics and a passion for problem-solving are essential. We are looking for someone who can think critically, communicate clearly and empathetically, and work efficiently in a fast-paced environment. This role offers a fantastic opportunity to grow your career in customer support within a supportive and innovative company culture. Come and be a part of a team that values your contributions and helps you reach your full potential.

Join a rapidly growing tech company as a Senior Customer Support Specialist in Sacramento, California, US . This role is crucial in ensuring outstanding customer satisfaction by providing expert technical assistance and resolving complex issues for our user base. You will be the primary point of contact for escalated customer inquiries, requiring deep product knowledge and exceptional problem-solving skills. Responsibilities include troubleshooting technical problems via phone, email, and chat, documenting customer interactions and solutions accurately in our CRM system, and identifying recurring issues to provide feedback for product improvement. You will also be involved in creating and updating support documentation, FAQs, and knowledge base articles to empower users and reduce support volume. This position requires a proactive approach to customer service, aiming to build strong relationships and foster customer loyalty. The ideal candidate will have a Bachelor's degree or equivalent practical experience, with a minimum of 5 years of experience in a customer support or technical helpdesk role, preferably within the SaaS industry. Proven ability to diagnose and resolve intricate software and hardware issues is essential. Strong communication, empathy, and active listening skills are paramount. Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and remote support tools is required. The ability to explain technical concepts clearly to non-technical users is critical. This role offers the opportunity to work remotely and contribute significantly to the customer experience of a leading technology provider.

Our client is looking for a highly motivated and empathetic Senior Customer Support Specialist to join their dynamic team, providing exceptional assistance to customers remotely, supporting operations impacting Sacramento, California, US . This role is ideal for individuals who excel at problem-solving and possess outstanding communication skills, with a passion for delivering top-tier customer service. You will be responsible for handling complex customer inquiries via phone, email, and chat, troubleshooting technical issues, and providing clear, concise solutions. This includes escalating issues when necessary, documenting customer interactions accurately, and contributing to the knowledge base. The ideal candidate will have a minimum of 4 years of experience in customer service or technical support, with demonstrated success in resolving challenging customer issues. Previous experience in a remote support role is highly advantageous. Strong technical aptitude, proficiency with CRM software, and a deep understanding of customer service best practices are essential. Excellent active listening and empathy skills are a must. You will be a key point of contact for customers, representing our client's commitment to service excellence and ensuring a positive support experience. This role requires a proactive approach to learning about our products and services to provide the most effective assistance. You should be comfortable working independently and as part of a collaborative team in a remote setting, contributing to a positive and supportive work environment.

Our client is looking for a dedicated and experienced Senior Customer Support Specialist to join their growing team, providing exceptional service to customers across various platforms. This role, based remotely with occasional team meetups in Sacramento, California, US , will be at the forefront of resolving customer inquiries, troubleshooting technical issues, and ensuring a high level of customer satisfaction. The ideal candidate will possess excellent communication skills, a patient demeanor, and a deep understanding of customer service best practices. Responsibilities include responding to customer emails, live chat messages, and phone calls in a timely and professional manner, identifying and escalating complex issues to appropriate departments, documenting customer interactions and solutions, and providing feedback to improve products and services. You will also be responsible for mentoring junior support staff, contributing to the knowledge base, and identifying trends in customer issues to proactively address potential problems. This position requires a proactive problem-solver with a passion for helping others. Qualifications include a High School Diploma or equivalent, with a Bachelor's degree preferred. A minimum of 4 years of experience in a customer service or technical support role is required. Strong technical aptitude, proficiency with CRM software, and excellent written and verbal communication skills are essential. Experience with ticketing systems and a track record of exceeding customer satisfaction metrics are highly valued. This is a fantastic opportunity to leverage your expertise in a remote-first environment and make a tangible difference in our client's customer experience.

Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team in Sacramento, California, US . This pivotal role focuses on providing exceptional support to our valued customers, resolving complex inquiries, and contributing to the continuous improvement of our customer service operations. The ideal candidate will possess a strong understanding of customer service best practices, excellent communication skills, and a proven ability to manage challenging situations with professionalism and efficiency.

Responsibilities include:

• Serving as a primary point of contact for customer inquiries via phone, email, and chat, ensuring prompt and accurate responses.
• Troubleshooting and resolving technical and non-technical customer issues with a high degree of accuracy and customer satisfaction.
• Escalating unresolved issues to appropriate departments or senior management, while maintaining ownership until resolution.
• Documenting customer interactions, issues, and resolutions in the CRM system, ensuring data integrity and completeness.
• Developing and maintaining a deep understanding of our product offerings and service policies to provide comprehensive support.
• Training and mentoring junior support staff, sharing knowledge and best practices to enhance team performance.
• Identifying trends in customer inquiries and feedback to suggest improvements in products, services, and support processes.
• Collaborating with cross-functional teams, including product development and sales, to address customer needs and feedback effectively.
• Adhering to all company policies and procedures, including data privacy and security protocols.
• Contributing to the development and maintenance of the knowledge base with up-to-date information and solutions.

Qualifications:

• Proven experience in a customer support or helpdesk role, with at least 3-5 years in a senior capacity.
• Exceptional verbal and written communication skills, with the ability to articulate technical information clearly to non-technical users.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A customer-centric mindset with a genuine passion for helping others.
• Experience with SaaS products or technical support is highly desirable.
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.

Join our client's dedicated team and make a significant impact on customer satisfaction in Sacramento, California, US . This is an excellent opportunity for a seasoned support professional to grow their career.

Our client is looking for a dedicated and skilled Lead Customer Support Specialist to manage their customer service operations in Sacramento, California, US . This role is crucial for ensuring exceptional customer satisfaction and for leading a team of support professionals. You will be responsible for handling escalated customer inquiries, resolving complex issues, training new team members, and contributing to the improvement of customer service processes and documentation. The ideal candidate will possess outstanding communication and problem-solving skills, a strong customer focus, and experience in a leadership or senior support role. Responsibilities include:

• Provide high-level technical support and guidance to customers.
• Resolve escalated customer issues efficiently and effectively.
• Train and mentor junior customer support representatives.
• Develop and maintain customer service procedures and knowledge base articles.
• Monitor customer service performance metrics and identify areas for improvement.
• Handle customer complaints and ensure timely resolution.
• Collaborate with other departments to resolve customer issues.
• Gather customer feedback and provide insights to product and development teams.
• Ensure adherence to service level agreements (SLAs).
• Contribute to the development of customer service policies and strategies.

The successful candidate will have a High School Diploma or GED, with some college coursework or a degree preferred. A minimum of 5 years of experience in customer support or a related field, with at least 2 years in a lead or senior role, is required. Excellent verbal and written communication skills, strong problem-solving abilities, and patience are essential. Proficiency in CRM software and helpdesk ticketing systems is necessary. Experience with troubleshooting technical issues and providing remote support is highly desirable. The ability to remain calm and professional under pressure, coupled with a genuine passion for customer service, is key to success in this role. This is a rewarding opportunity to lead a customer-centric team and make a tangible difference in customer experience.