Customer Support Specialist

Job Title:            Support Specialist
Department:       Operations
Reports to:         Support Supervisor
FLSA Status:      Non Exempt
Location:            Remote Position

At BBQGUYS.com, we believe life is better in your backyard. Our eclectic team is up to any task (and happy to celebrate when it’s done). As outdoor living experts, we are the only brand that offers everything: grills, outdoor kitchens, furniture & beyond. We are obsessed with top-of-the-line quality and committed to customer service. We take out the guesswork by offering complimentary 3D design services custom-tailored to our customer’s preferences and style. Join us on our mission to deliver the very best of outdoor living. 

Role Description: 

The Customer Support Department Specialists will enhance BBQGuys and our customers’ experience by providing amazing service. This position will be responsible for handling all post-sale customer interactions via calls, chats, and emails. We are a “call first” company. This role requires outbound calling as well as email communication to our customers, vendors, and shipping providers.  

Key Responsibilities:

• Provide technical support.
• Facilitate troubleshooting of customer issues, handling resolution of those issues in single call, or creating appropriate follow up.
• Set proper expectations with customers based on daily workflows.
• Thoroughly document all customer, vendor, and shipper interactions
• Achieve Key Performance Indicators
• Handle customer complaints, provide appropriate solutions in a timely manner; follow up to ensure resolution. 
• Aspire to create sales retention and minimize returns or discount needed to gain a great customer experience.  
• Develop strong customer relationships, providing empathy and concern. 
• Take inbound/make outbound customer calls as volume requires.
• Solve customer support incoming chat requests and resolve as needed. 
• Work as part of a team in a ticket-based shared workload.
• Communicate with management about any potential hurdles.
• Properly report any issues including but not limited to website details, product descriptions, and supplier information
• Adhere to BBQGuys CAPLC Code
• Other duties as assigned by management.

What You’ll Have:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reliable internet connectivity.
• Attention to detail.
• Excellent critical thinking and decision-making skills.
• 40WPM+
• Excellent written and verbal communication skills.
• Flexibility with scheduling is dependent upon business needs including but not limited to mandatory meetings, huddles, overtime, weekends, etc.
• Receptive to constructive feedback and coaching.
• Ability to handle stressful situations associated with dissatisfied customers.
• Professional demeanor and positive attitude.
• Punctual and adherent to BBQGuys Attendance Policy. 

Education and/or Experience:

• Highschool diploma or GED
• Customer Support experience, 1+ years
• Call center experience with multi-line phone system.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting for extended periods of time, including, without limitation, in office settings.
• Computer use, with or without adaptable software