Customer Service Specialist
WFA Digital Insight
The demand for skilled customer service specialists in the tech industry has seen significant growth, with a notable 25% increase in job postings in the last year alone. As companies expand their remote teams, the need for professionals who can manage customer accounts, resolve issues, and provide exceptional support has become crucial. SORACOM, a leader in IoT technology, is seeking a customer service specialist to join their team in Chicago. With a strong focus on innovation and customer satisfaction, this role offers a unique opportunity for those who thrive in fast-paced environments and are passionate about delivering outstanding customer experiences. Before applying, candidates should be aware that this role requires excellent communication skills, problem-solving abilities, and proficiency in Salesforce.
Job Description
About the Role
The Customer Service Specialist role at SORACOM is an exciting opportunity for individuals who are passionate about delivering exceptional customer experiences and thrive in fast-paced environments. As a key member of the team in the Americas, you will have the chance to work with people who are passionate about IoT and excited about the rapid growth of this technology around the world. Your day-to-day responsibilities will include managing and supporting customer and partner accounts, assisting with customer and partner communications, and administering customer and partner accounts.The role is ideal for someone who enjoys problem-solving, is passionate about IoT, and has excellent communication skills. You will be working closely with the sales and partnership teams to ensure timely resolution of customer inquiries and issues. The team at SORACOM values diversity, inclusivity, and exceptional customer service, making this a great fit for those who share these values.
What You Will Do
- Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience
- Ensure that partner registrations and referred leads are entered and routed in an expeditious manner
- Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions
- Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed
- Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience
- Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances
- Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements
- Coordinate logistics for conferences, trade shows, and company-hosted events, including vendor communication, travel arrangements, and on-site support for the sales and partnership teams
- Demonstrate SORACOM's leadership principles, such as being customer-centric, proactive, and emotionally mature
What We Are Looking For
- 2+ years of experience in customer service or a related field
- Excellent communication and problem-solving skills
- Ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills
- Proficiency in Salesforce or similar CRM software
- Ability to thrive in a fast-paced environment with quick decision-making
- Passion for continuously learning about SORACOM's products, services, and applications
- Experience working with diverse teams and customers
- Strong organizational and time management skills
Nice to Have
- Experience in the IoT industry or a related field
- Knowledge of POS reports, commissions reports, and inventory reports
- Experience with event logistics and coordination
- Certification in customer service or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a rapidly growing company in the IoT industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest technology and tools
- Comprehensive health insurance and retirement plan
How to Stand Out
- Develop a strong understanding of Salesforce and its applications in customer service
- Highlight your problem-solving skills and ability to work in a fast-paced environment
- Showcase your excellent communication skills, both written and verbal
- Be prepared to discuss your experience working with diverse teams and customers
- Research SORACOM's products, services, and applications to demonstrate your passion for the industry
- Prepare examples of times when you went above and beyond to deliver exceptional customer service
- Ask about opportunities for growth and professional development during the interview process
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