630 Customer Support Specialist jobs in Tinley Park

Join to apply for the Customer Support Specialist role at Terraboost Media

Terraboost Media is seeking a Customer Support Specialist to join our team. The Customer Support Specialist is primarily responsible for answering customer questions and complaints during the implementation phase and throughout the campaign lifecycle. This role involves welcoming new clients, responding to calls, emails, and chats, and collaborating with internal departments to ensure accurate information regarding sales orders. The CSS also works to retain customers considering cancellation.

Compensation is $22-$25 per hour, commensurate with experience and skills.

1. Respond promptly and professionally to customer inquiries via phone, email, and chat.
2. Identify and address customer concerns, issues, and objections regarding cancellation of services.
3. Utilize cancellation-save techniques to retain customers and prevent churn.
4. Educate customers on the value and benefits of our products/services to encourage retention.
5. Investigate the root cause of cancellation requests and propose solutions to mitigate future cancellations.
6. Document all customer interactions and update customer records accurately.
7. Collaborate with sales, client success, billing, and operations teams to resolve issues.
8. Stay updated on product/service offerings, pricing, and policies to provide accurate information.
9. Meet or exceed performance targets related to customer retention and satisfaction.
10. Seek opportunities for process improvement to enhance the customer experience.
11. Perform other duties as assigned.

1. Proven experience as a Customer Service Representative or similar role.
2. Experience in retention techniques and customer retention strategies.
3. Excellent verbal and written communication skills.
4. Strong interpersonal skills and empathy.
5. Ability to remain calm in high-pressure situations with escalated clients.
6. Detail-oriented with organizational and multitasking abilities.
7. Proficiency with CRM software, Google Suite, and other customer service tools.

A minimum of 1 year of relevant customer service experience or a bachelors degree in Sales & Marketing, Communications, Business, or a related field.

Terraboost Media offers a comprehensive benefits package including Medical, Dental, Vision Insurance, Life Insurance, Short- and Long-Term Disability, HSA, FSA, EAP, paid vacation, sick leave, and holidays, including a floating holiday.

• Seniority Level: Entry level
• Employment Type: Full-time
• Job Function: Other
• Industry: Advertising Services

Martec is a rapidly growing company with over 60 years in the transportation industry and is the largest and most experienced single-source for intermodal and semi-trailer repair parts and supplies distributed to the Americas. We are looking to provide a great opportunity for the right candidate who is eager for opportunity and growth. If you love meeting new people and are looking for a great company with internal upward mobility, please submit your resume for consideration!

This position is full-time, Monday - Friday, $21.00 - $23.00/hr.

The core responsibilities for this position include managing orders, inventory requirements, and adhering to company process controls and fulfilling customer orders. Our ideal candidate should have strong data entry skills and customer service skills. There are additional opportunities for advancement within our management team.

• Answer inquiries via phone, email, and fax.
• Process orders placed by phone, email or fax accurately and timely.
• Ability to identify and resolve issues in regard to shipments or order processing.
• Respond to all inquiries in a professional and timely manner
• Build a rapport with each customer. Actively listen to customer's requests and inquiries
• Handle each call until a resolution is reached; including follow-up to ensure the actions are completed.
• Ability to establish and maintain a positive and professional relationship with clients, co-workers and visitors
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Must have strong written and verbal skills
• Must be able to multi-task
• High school diploma required; college degree or current enrollment highly preferred
• Strong data entry skills, alphanumeric preferred
• Experience with Microsoft Office
• Professional and customer friendly phone etiquette
• Strong organizational, interpersonal and communication skills
• Team-oriented mindset and strong work ethic
• Minimum 3 years office experience
• Ability to type 50+ WPM
• Prior experience with order fulfillment is a plus

• Affordable Medical, Dental, and Vision Insurance
• 401(k) + Company Match!
• Life Insurance/Accidental Death/Long-Term Disability Company Paid
• Supplemental Life Insurance
• PTO After 30 Days
• Paid Holidays After 30 days
• Parental Leave after 6 Months of Hire
• Employee Assistance Program (EAP)

***Employees are eligible to begin using insurance the 1st of the month following 60 days***

We are an EEO Employer that offers great growth opportunity and strives to promote from within those employees that share our same company values and exhibit a strong work ethic. If you are a perfectionist who loves alphanumeric data entry, is great at interacting with people, and feel you could represent our values at Martec each day to all our customers, please submit your resume for consideration! Background check, physical exam, and drug screening will be required.

• Answer inquires via phone, email, and fax.
• Process orders placed by phone, email or fax accurately and timely.
• Ability to identify and resolve issues in regard to shipments or order processing.
• Respond to all inquiries in a professional and timely manner
• Build a rapport with each customer. Actively listen to customer's requests and inquiries
• Handle each call until a resolution is reached; including follow-up to ensure the actions are completed.
• Ability to establish and maintain a positive and professional relationship with clients, co-workers and visitors
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Must have strong written and verbal skills
• Must be able to multi-task
• High school diploma required; college degree or current enrollment highly preferred
• Strong data entry skills, alphanumeric preferred
• Experience with Microsoft Office
• Professional and customer friendly phone etiquette
• Strong organizational, interpersonal and communication skills
• Team-oriented mindset and strong work ethic
• Minimum 3 years office experience
• Ability to type 50+ WPM
• Prior experience with order fulfillment is a plus

• Affordable Medical, Dental, and Vision Insurance
• 401(k) + Company Match!
• Life Insurance/Accidental Death/Long-Term Disability - Company Paid
• Supplemental Life Insurance
• PTO After 30 Days
• Paid Holidays After 30 days
• Parental Leave after 6 Months of Hire
• Employee Assistance Program (EAP)

• Provide advanced customer support via phone, email, and chat.
• Troubleshoot and resolve complex technical issues for customers.
• Guide customers through product features and functionalities.
• Escalate unresolved issues to appropriate departments, ensuring timely resolution.
• Document customer interactions and solutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback for product improvement.
• Develop and maintain knowledge base articles and FAQs.
• Mentor and train junior support specialists.
• Contribute to improving customer service processes and policies.
• Ensure a high level of customer satisfaction and loyalty.

• Associate's degree or equivalent relevant work experience.
• 3+ years of experience in customer support or a related role, with experience handling complex inquiries.
• Excellent verbal and written communication skills.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong problem-solving and analytical abilities.
• Patience, empathy, and a customer-centric mindset.
• Ability to work independently and manage time effectively in a remote setting.
• Technical aptitude and ability to learn new software quickly.
• Experience in the (Specific Industry, e.g., SaaS, E-commerce) industry is a plus.
• Availability to work flexible hours as needed.

• Provide high-level support to customers via phone, email, and chat, addressing inquiries and resolving issues efficiently.
• Troubleshoot and diagnose technical problems, guiding customers through solutions.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior support staff.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Contribute to the development and implementation of new customer service initiatives.
• Maintain accurate records of customer interactions and transactions.
• Ensure customer satisfaction through proactive engagement and personalized service.

• Associate's degree or equivalent experience in a relevant field.
• 3-5 years of experience in customer support or a similar role.
• Proven ability to handle complex customer issues and technical troubleshooting.
• Excellent verbal and written communication skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong problem-solving and critical thinking skills.
• Ability to work effectively both independently and as part of a team.
• Experience with remote collaboration tools is a plus.

• Manage and resolve complex customer support requests via phone, email, and chat in a timely and professional manner.
• Escalate critical issues to appropriate departments, ensuring thorough documentation and follow-up.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Train and mentor junior support staff, fostering a culture of continuous learning and improvement.
• Analyze customer feedback and support trends to identify areas for product and service enhancement.
• Collaborate with product development and engineering teams to report bugs and suggest feature improvements.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction, resolution time, and first-contact resolution.
• Participate in team meetings and contribute to process improvement initiatives.
• Ensure adherence to company policies and procedures.

• Bachelor's degree in a related field or equivalent practical experience.
• Minimum of 3-5 years of experience in a customer support or helpdesk role, preferably in a technology-driven environment.
• Proven ability to troubleshoot and resolve technical issues efficiently.
• Excellent written and verbal communication skills, with a strong command of the English language.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Strong analytical and problem-solving skills.
• Ability to work effectively both independently and as part of a team.
• Experience with (mention specific software/tools relevant to the industry, e.g., Zendesk, Salesforce Service Cloud) is a plus.
• A passion for providing outstanding customer service.

• Respond to customer inquiries via phone, email, and chat in a timely and accurate manner.
• Investigate and resolve complex customer issues, identifying root causes and implementing effective solutions.
• Document all customer interactions and resolutions meticulously in our CRM system.
• Collaborate with other departments, such as technical support and product development, to address customer concerns.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to the creation and maintenance of our knowledge base and support documentation.
• Analyze customer feedback to identify trends and areas for service improvement.
• Assist in the development and implementation of new customer service strategies.
• Participate in ongoing training sessions to stay updated on product features and industry best practices.
• Ensure all customer interactions align with our company's service standards and values.

• Proven experience (3+ years) in a customer service or helpdesk role, with at least 1 year in a senior capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong technical aptitude and the ability to quickly learn new software.
• High school diploma or equivalent; associate's or bachelor's degree preferred.
• Experience in a hybrid work environment is beneficial.

• Provide advanced technical support and troubleshooting for the client's software products via phone, email, and chat.
• Respond to customer inquiries, diagnose issues, and guide users through step-by-step solutions.
• Escalate complex or unresolved issues to appropriate internal teams (e.g., Engineering, Product) with detailed documentation.
• Document customer interactions, issues, and resolutions in the CRM/support ticketing system.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor new and existing customer support team members, providing guidance and performance feedback.
• Monitor support queues and ensure timely resolution of customer tickets, meeting or exceeding SLAs.
• Identify trends in customer issues and provide feedback to product and engineering teams for service improvements.
• Assist in developing and implementing new support processes and procedures to enhance efficiency and customer satisfaction.
• Act as a point of contact for escalated customer complaints and work towards satisfactory resolutions.
• Contribute to a positive and collaborative team environment.

• Associate's or Bachelor's degree in a relevant field, or equivalent work experience.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 1-2 years in a lead or supervisory capacity.
• Proven experience supporting SaaS products or complex software applications.
• Strong troubleshooting and problem-solving skills, with the ability to diagnose technical issues effectively.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to manage multiple tasks and prioritize workload in a fast-paced environment.
• Experience creating and maintaining knowledge base content.
• A customer-centric mindset and a passion for delivering exceptional service.
• Familiarity with basic IT concepts and operating systems.