[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. JD Power is a globally recognized company that provides data and analytics for the automotive industry. The Customer Support Specialist will be the first point of contact for customers, assisting them via email and live chat, resolving inquiries, and ensuring high-quality service.
Responsibilities
- Respond promptly and professionally to customer inquiries via email and live chat
- Resolve customer questions, concerns, and issues with empathy and accuracy
- Accurately document customer interactions and resolutions in the CRM system
- Perform Quality Assurance checks using established processes
- Identify and escalate complex or unresolved issues to the appropriate teams
- Follow standard operating procedures to ensure consistent service quality
- Contribute to team knowledge bases and FAQ resources
- Meet or exceed individual KPIs including response time, resolution rate, and customer satisfaction scores
- Collaborate with internal teams (IT developers, product, operations) to advocate for customer needs
- Work closely with Customer Support Supervisor to complete team and personal goals, along with daily Salesforce tasks
Skills
- High school diploma or equivalent; associate or bachelor's degree preferred
- Strong written communication skills with keen attention to grammar and tone
- Ability to manage multiple live chat conversations simultaneously while maintaining quality
- Comfortable working in a fast-paced, metrics-driven environment
- Proficiency with standard computer applications (email, web browser, Microsoft Office)
- Positive, professional attitude and a genuine desire to help customers
- Prior customer service or support experience (retail, hospitality, or office setting), an asset
- Experience with CRM platforms (e.g., Salesforce), an asset
- Familiarity with the automotive or market research industries, an asset
Company Overview