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Job Details

Customer Support Specialist

Company name

Grand Rapids, MI, United States

Employment Type

Entry Level, Customer Service

Posted on
Jan 02,2019

Valid Through
Apr 17,2019

Apply for this job


Customer Support Specialist

Customer Support - Grand Rapids, MI - Full Time

About Us

We are a young and fast-growing online marketing company, which provides website services to automotive dealerships across North America and Canada. We help our customers sell more cars and provide them with an amazingly remarkable experience. We have been recognized on the Inc. 5000 list of fastest growing companies six years in a row and counting. Technology is front and center in our company, but it's the people here who are the core of our business. We pride ourselves on making coming to work not only challenging, but also enjoyable.

Job Description

The Customer Support Specialist (CSS) is responsible for receiving inbound phone calls, chats emails and cases. This individual will provide training and technical support to customers of the DealerON suite of Products. This individual will work closely with cross functional teams to resolve concerns and manage cases to resolution. This position is full time and will report to a Manager of Customer Support. This is an entry-level position, located in the Grand Rapids, Michigan office.

Essential Functions

Document all customer interactions and resolutions in the existing case management systems

Work with clients on the support phone-line to provide information and one-call resolution to client request

Serve as customer advocate to ensure that cases are resolved quickly and efficiently

Prioritize daily tasks and complete the tasks in an accurate and effective manner.

Alert and advise customers of critical issues and systems updates

Collaboration with internal teams in identifying product defects, designing solutions, and testing.

Actively contribute to our technical knowledge base, online community, and other technical documentation.

Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy customers’ needs

Ensure customer configuration aligns with recommended best practices.

Perform other tasks as directed by the Manager of Customer Support.

Required Skills

2 years customer service/technical experiences in a contact center environment

Excellent verbal and written communication skills

Proven aptitude in managing multiple tasks and a fast-paced, dynamic environment while meeting critical SLA’s and deadlines

A keen analytical mind and advanced problem-solving skills coupled with a commitment to extraordinary customer experience

Displays strong team work and interpersonal skills

Proficient knowledge of MS Office Suite (Word, Excel, Outlook)


Associates Degree or equivalent work experience preferred


2 years customer service/technical experiences in a contact center environment

Preferred Skills

Working knowledge of a CRM, HTML, CSS, CMS is a plus

Perks and Benefits

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

Medical, dental and vision insurance

Company matched 401K plan

Paid time off

On-site and off-site company events

Casual Attire

Fun workstations

State of the art technology

Free Parking

Expertise in work environment

We are an Equal Opportunity Employer.

Company info

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