Customer Support Specialist in Durham, North Carolina at Strawbridge Studios Inc

Customer Support Specialist

Location: Strawbridge Studios Inc
Compensation: $45,000 Annual Salary (paid biweekly)
Additional Perks: 401K and Profit Sharing + Optional Health, Dental, and Vision Plans
Time Off: 4 Weeks PTO

Who we are:

Strawbridge Studios is a family-operated school photography company with a rich history within the portrait industry. Started in 1923, Strawbridge Studios has grown from a local portrait studio to an interstate photography operation, currently servicing 18 states and Washington, D.C. That is right! We just hit our Centennial milestone, and we are still growing as a company! The Strawbridge’s believe it has always been the people who have made this company successful. Which is why we need you!

We are seeking a dedicated Customer Service team, comprised of people who are passionate about serving our customers. Someone who is highly professional and enthusiastic about providing quality service to each of our customers. We stand strong on our Three Rules: Do your best, Do what is right, Treat others the way you want to be treated. If this is you, we would love to have you be a part of our Strawbridge family.

What we do:

At Strawbridge Studios, we photograph sports and school pictures all over the country. Each photograph of sports and school pictures is produced and shipped back to schools and homes every day from within our Durham, NC, facility. To learn more about who we are, please visit https://www.strawbridge.net/about-us/

Our Vision:

Through our vision, we understand the importance of capturing the students’ memories, frozen in time. For this reason, we are committed and passionate about providing the highest quality of service to each customer. We are dedicated to effectively listening to our customers, resolving issues promptly, and providing customer satisfaction. We will professionally conduct ourselves by having integrity, accountability, and being passionate about the work we do each day. We are committed to always striving towards excellence.

Customer Support Specialist Key Role and Responsibilities:

• Answer inbound calls with some outbound calls.
• Research and resolve customer complaints.
• Assist customers using multiple communication channels (phones, emails, and live chat) through the Zendesk system.
• De-escalate customer complaints while maintaining a professional manner.
• Adhere to the Three Rules while servicing the customer.

Customer Support Specialist Qualifications and Requirements:

• Must be able to work a scheduled shift: Monday through Friday 8AM – 5PM.
• High school diploma or equivalent.
• Self-starter with the ability to work within a fast-paced team environment.
• Proficient typing skills with the ability to type 40+ words per minute.
• Previous Customer Service experience.
• Excellent verbal and written communication skills.
• Detail-oriented with the ability to effectively organize and prioritize multiple tasks.
• Knowledge of Microsoft Office or Google Suite.
• Accomplish established metric goals through phone, email, and live chat systems.
• Must conduct themselves professionally and respectfully.

Preferred but not required:

• Some knowledge of the portrait industry.
• Previous experience working within a Call Center environment.
• Knowledge of Zendesk and Live Chat software.
• Bilingual: Spanish/English speaking.

Compensation:

• $45,000 Salary, which will be paid out biweekly
• 4 Weeks Paid Time OFF -(2 of these weeks will be for building closures during the Christmas Holiday and the July 4th Holiday, as our facilities shut down for IT Maintenance.)
• 401K and Profit Sharing
• Optional Health, Dental, and Vision plans are available