Customer Support Specialist Jobs

Open Dealer Exchange (ODE), an affiliate of Reynolds and Reynolds, is looking for a Customer Support Specialist to join our team in Farmington Hills, Michigan. As a Customer Support Specialist, your main responsibility is to provide a resolution to our end users by diagnosing and finding solutions to their problem. As the face of the company, support will be provided by clearly communicating technical solutions in a user friendly, professional manner.

Responsibilities:

• Diagnose and resolve issues in a timely manner
• Stay current with system information, changes, and updates
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
• Monitor and maintain a case queue and work towards exceeding baseline metrics regarding open tickets, turnaround time and answer rate
• Assist with customer setups as requested based on work demands
• Monitor various system reports and provide resolution to issues as applicable
• Offer alternative solutions where appropriate with the objective of retaining the customers’ business and identifying leads for the sales team
• Document customer interactions in case management tool
• Identify and escalate issues to Level 2 support in a timely manner
• Participate in rotating after hours support

• Ability to work independently and as a team to accomplish tasks
• Must be comfortable on the phone
• Proven ability to maintain focus and prioritize multiple demands
• 1 to 3 years of experience working in a customer service environment
• Strong client relationship skills
• High School diploma or equivalent in education and experience. Bachelor’s degree preferred
• Excellent communication skills both verbal and written
• Must be comfortable working in a performance based and structured environment while demonstrating high ethical standards
• Case management and CRM experience a plus