Customer Support Specialist II

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day to day and thrive.

The Role

PartnerHero is looking for ambitious individuals with a passion for providing great customer service to join our specialty Customer Support team supporting one of our amazing clients. In this role, you will be based in our contact center in Greensboro, NC.

If you are inspired by innovation, continuous improvement, solid growth, and a genuine, forward-thinking culture, this could be the opportunity for you. In this role, you will be helping families and communities connect to the great outdoors. You could be providing support on a variety of topics including product questions, order and delivery, billing, etc.

You’ll interact through email, chat, and phone, delivering helpful solutions and service to ensure all customers have a great experience.

And we will train you! You will start your customer support journey with us going through a thoughtful and comprehensive training so that you are ready to begin your customer interaction. Training schedule is TBD. Work schedule and shift will be Monday through Friday between the hours of 8:30am and 7:30pm ET. You will have a 9-hour shift which will include a 1-hour lunch and breaks. This role is based in our Greensboro office (27409).

What you’ll do:

• Provide a high-standard of solution-oriented support to customers through email, chat, and voice (outbound calls).
• Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have great customer service experience.
• Analyze recurring customer issues and document accordingly.
• Refer to premade scripts for a variety of customer service topics.
• Perform other customer support functions as needed.

What we expect from you:

• Up to 2 years of customer service experience with some experience providing product support.
• Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
• Ability to thrive in a dynamic and evolving environment - must be adaptable.
• Strong problem-solving skills with the ability to ask probing questions to come to a resolution.
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Strong conflict resolution skills and even temperament in challenging situations.
• Strong computer navigation skills and PC knowledge.

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].