Customer Support Specialist

Summary

Join EquipmentShare as a Customer Support Specialist and contribute to a team transforming the construction industry through innovative technology and exceptional support. This fully remote role involves providing outstanding service to internal and external customers via phone, chat, and email. You will build relationships with rental markets and T3 customers, ensuring timely and accurate responses to inquiries. Success in this position requires strong communication, problem-solving, and organizational skills. The company offers competitive compensation, comprehensive benefits, and opportunities for professional development.

Requirements

• 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 verbal and written 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 be flexible - adapt to change in a positive manner
• Ability to work quickly and think logically, especially under pressure
• Ability to reason with difficult and/or upset customers in a courteous and professional manner
• Self-starter and highly motivated with a strong, 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
• Excellent phone handling, negotiating and active listening skills
• High school diploma required, College degree desired
• At least one year experience in a customer service role, preferably in a contact center or multi-channel communication environment
• 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

Responsibilities

• 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
• 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 and 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 state 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

Benefits

• Competitive compensation
• Full medical, dental, and vision coverage for full-time employees
• Generous PTO + paid holidays
• 401(k) + company match
• Stocked break-room and full kitchen, chef prepared meals daily at Corporate HQ (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