Customer Support Representative

Job description

Job Title: CUSTOMER SUPPORT REPRESENTATIVE Department: Always Food Safe Location: 6422 S Quebec Street, Centennial, CO [On-site training, Hybrid position] Reports To: Customer Support Team Lead Schedule: 40 hours per week, Mon–Fri, as arranged with Manager Salary : $50,000 – $55,000 per year [depending on experience] Specific compensation is determined based on experience, qualifications, location, and internal equity considerations. Annual Bonus; 5% target of earned base salary, based on [individual / team / company] performance Benefits Offered: Health Insurance (medical, dental, vision), Life Insurance, Disability Insurance, 401(k) with match, PTO POSITION SUMMARY Always Food Safe is a growing company looking for a full-time Customer Support Representative to respond to customer inquiries and assist with sales support. This is a team-focused position that will require effective communication with internal team members as well as relationship-building with customers and multiple-third party vendors. ESSENTIAL DUTIES AND RESPONSIBILITIES The core tasks this role is responsible for performing on a regular basis. Answer calls, assist with order placement, and achieve timely query resolution by following company standards and maintaining premium quality of services. Perform troubleshooting, asking questions to identify and understand customer issues. Complete and update a variety of record logs related to this position. Assist and guide customers through product and service offerings (including providing greater details regarding promotions and advertisements). Analyze the client's requirements and recommend products, plans, or services to match their needs. Facilitate sales of all products and services according to the customers’ needs. Track potential customers by inputting data into Salesforce. Email potential business accounts as requested. Multi-task between multiple communication channels including phone (Vonage), email (Salesforce Cases), live chat (Salesforce Omni-Channel), and Microsoft Teams. Collaborate and build relationships virtually with outside customer service and sales, third-party vendors, and other organizations in a similar industry. Assist in projects assigned by the manager, including but not limited to document translation and accreditation projects. QUALIFICATIONS / SKILLS / ABILITIES The credentials and experience required to be considered for this role. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. AFS will train the right candidate to excel at this opportunity. Two-year associate degree in communications, business, or a related field (preferred). Two years of experience in customer service supporting digital products. Exceptionally effective listening, communication and collaboration skills. Experience working with CRM systems and other digital tools. Able to learn new software quickly. Salesforce experience is a plus. Proficient in Microsoft Office (Word, Excel, Outlook, and Teams). Excellent multi-tasking and prioritization will be essential for this role. Self-motivated and comfortable working with little supervision. Have the willingness to consultatively sell, providing value-added solutions. Receptive to constructive feedback and committed to continued learning. Comfortable working across departments and with external partners. Bilingual, fluent in English and Spanish is a strong plus. CRITICAL SKILLS The knowledge, technical abilities, and competencies most essential to success in this role — what separates a great performer from an adequate one. Technical troubleshooting: Ability to investigate unfamiliar issues, identify potential causes, and determine appropriate next steps or escalation paths. Analytical thinking: Ability to connect information across systems and processes to understand problems that may involve the LMS, online proctoring, ecommerce, or third-party integrations. Sound judgment: Ability to assess urgency, recognize limitations, and determine when to resolve an issue independently versus involving another team. WHAT SUCCESS LOOKS LIKE The outcomes that show you’re excelling in this role. Customer issues are resolved efficiently, with appropriate follow-up and clear communication throughout the process. Technical issues are documented and escalated with the relevant details needed to support investigation and resolution. Recurring customer problems and opportunities to improve support processes are identified and communicated to the appropriate teams. T he representative develops increasing independence and product knowledge, contributing to a more effective and responsive customer and sales support team. A dynamic and growing company, AFS was founded in 2016 as a part of the NCCO family of companies. AFS has developed a selection of video-based training products that learners love and businesses can use to gain effortless efficiency and unparalleled clarity in their training operations. Family-owned for more than 120 years, National Checking Company (NCCO) has developed and produced products that help food service and hospitality businesses succeed. With AFS and the other companies in the NCCO enterprise, it is building the foundation for another 100 years of excellence. AFS is an equal opportunity employer. www.