Customer Service Specialist

#ZR

About Us:
Goodhouse specializes in providing a wide variety of high quality home care services. As part of our commitment to exceptional customer service, we are building a dedicated customer support center to handle inquiries, ticket distribution, and support billing and payment processes for our landscaping division - Rooted. We are seeking an enthusiastic and detail-oriented Customer Support Specialist to join our team and provide outstanding service to our clients.

Job Summary:
The Customer Support Specialist will work closely with the Customer Support Service Center Manager to handle customer inquiries, manage ticket distribution, and assist with follow-ups on billing and payment-related matters. This entry-level role offers an excellent opportunity to develop skills in customer service, communication, and operations within a supportive team environment.

Key Responsibilities

Customer Service:

• Respond to customer inquiries via phone, email, and chat in a professional, polite, and timely manner.
• Provide accurate information about services, resolve questions, and escalate complex issues as needed.
• Manage and prioritize customer tickets to ensure all inquiries are addressed within service level agreements (SLAs).

Ticketing and Documentation:

• Create, update, and close tickets in the ticketing system, ensuring accurate and thorough documentation of all interactions.
• Track and follow up on unresolved tickets to ensure timely resolution.

Billing and Payment Support:

• Assist in verifying billing and payment details with customers, ensuring accuracy and clarity.
• Follow up on outstanding invoices and payments, maintaining professional and respectful communication.
• Support the team in processing account updates and resolving discrepancies.

Collaboration:

• Work closely with the Customer Service Center Manager and other team members to share updates, identify issues, and improve processes.
• Provide feedback on recurring customer concerns to help refine service procedures.

Operational Support:

• Gain familiarity with customer support platforms and systems, becoming proficient in their use.
• Contribute to maintaining an organized and efficient support center by adhering to team protocols.

Qualifications

• High school diploma or equivalent required; some college coursework or degree preferred.
• Strong communication skills, both written and verbal, with a customer-focused attitude.
• Excellent organizational and time-management skills.
• Collections experience is preferred
• Basic understanding of billing, invoicing, or collections is a plus, but not required.
• Proficiency with common software tools such as Microsoft Office; experience with CRM or ticketing systems is a bonus.
• Problem-solving mindset with the ability to handle multiple tasks in a fast-paced environment.
• Positive attitude and eagerness to learn and contribute to the team’s success.