Customer Support Specialist I

EquipmentShare is Hiring a Customer Support Specialist I

EquipmentShare is searching for a Customer Support Specialist I for our corporate office in Columbia, MO, to support our team as the department continues to grow.  

Job Summary: The primary responsibility of the Customer Support Specialist I is to consistently provide exceptional service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with rental markets and help facilitate support requests throughout EquipmentShare. As a primary customer-facing role, the ability to provide professional, exceptional, timely and accurate service to internal and external customers is critical to the success of this position.

Working Hours: Tuesday - Friday 9:00 AM - 5:30 PM CST, Saturday 7:00 AM - 3:30 PM CST.
Essential Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Perform job duties in accordance with EquipmentShare’s vision, mission and values
• Provide excellent customer service for EquipmentShare customers with clear answers to inquiries and appropriate referrals as needed
• Respond to customer inquiries via telephone, chat and email in an accurate, timely and professional manner and within established quality and service standards
• Perform administrative functions within core systems, such as password resets, entering rates, service requests and call-off requests
• Establish and maintain professional working relationships with internal and external customers and co-workers
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards
• Establish and maintain adequate knowledge of EquipmentShare products, service offerings, processes, core systems and respond to customer and co-worker inquiries effectively and efficiently
• Utilize appropriate resources to ensure work is completed accurately, efficiently and within established service standards
• Comply with EquipmentShare’s departmental and corporate policies and procedures as well as mandated stated and federal laws and requirements at all times
• Enhance construction industry and functional job knowledge through actively participating in learning and growth opportunities
• Work collaboratively with co-workers to achieve departmental and company goals and standards
• Perform other duties and responsibilities as assigned

Qualifications:

Education:

• High school diploma required, college degree desired

Experience: 

• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment

Licenses:

• None

Language Proficiency:

• Ability to read and comprehend basic/complex communication in written or verbal sources
• Ability to communicate effectively in English and in written or verbal form, using correct grammar, punctuation, spelling and sentence structure 

Skills:

• A passion for helping others and a willingness to go the extra mile in providing nothing less than exceptional customer service and a positive customer experience
• Strong organizational skills with attention to detail and accuracy 
• Ability to multi-task and maneuver through various programs and applications while providing timely and superior service to customers
• Excellent written and verbal communication skills
• Working knowledge of G-Suite including Gmail, Google Docs, Sheets and Drive
• Ability to acquire new skills in a proficient manner
• Accept responsibility for actions when necessary and learn from mistakes
• Ability to work quickly and think logically, especially under pressure
• Ability to be flexible - adapt to change in a positive manner
• Ability to reason with difficult and/or upset customers in a courteous and professional manner
• Self-starter and highly motivated with a strong and positive work ethic that contributes to the success of the department and company as a whole
• Must possess a professional yet enthusiastic and friendly demeanor

Physical Requirements:

An employee in this position will sit, move about, speak on the telephone, work on the computer, handle files and papers, reach into file cabinets, retrieve supplies from storage shelves, lift up to 20 pounds and make copies.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Why We’re a Better Place to Work

• Competitive salary
• Medical, Dental and Vision coverage for full-time employees
• 401(k) and company match
• Generous paid time off (PTO) plus company paid holidays
• Stocked break room and full kitchen, chef prepared meals daily (breakfast and lunch)
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym stipend for remote employees
• Seasonal and year round wellness challenges
• Company sponsored events (annual family gatherings, happy hours and more)
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year
• Opportunities for career and professional development with conferences, events, seminars and continued education

About You 

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

EquipmentShare is committed to a diverse and inclusive workplace. EquipmentShare is an equal opportunity
employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.