Customer Support Representative at Brass & Bolt – Cincinnati, Ohio

Welcome to the Frontline
Join our team at Brass & Bolt to help us keep the show running smoothly! We're looking for dynamic, customer-focused individuals who excel at problem-solving and building meaningful connections with our valued clients.

Experience
High school diploma or general education degree (GED).
Two to four years of related customer service experience and/or training, or an equivalent combination of education and experience.

What You'll Be Doing with Your Team
As a Customer Support Representative, you will be responsible for supporting the company's commitment to excellent customer experiences. Your role will involve professional communication, efficient problem resolution, and proactive account management by performing the following duties:
Resolve Client Issues: Address and resolve customer inquiries, concerns, and complaints in a professional and timely manner.
Maintain Quality Relations: Build and maintain strong relationships with clients to ensure high levels of satisfaction and retention.
Document Customer Interactions: Maintain accurate, detailed, and organized records of all customer interactions in company systems.
Collaborate with Teams: Partner with internal departments to address client needs, ensuring seamless communication and resolution.
Assist in Service Improvements: Provide feedback and ideas to improve service processes, policies, and customer satisfaction levels.
Educate Customers: Offer guidance on company services, features, and best practices to help clients maximize value.
Handle Escalations: Escalate complex issues to the appropriate teams and follow up to ensure timely resolution.
Meet Performance Goals: Consistently achieve individual and team performance metrics, including response time, resolution rate, and customer satisfaction.
Perform Other Duties: Undertake other related tasks as assigned to support the company’s goals.

What You Will Get
Competitive pay higher than many similar jobs.
Shift patterns designed to fit your lifestyle.
A safe, modern, and organized workplace.
Free hot drinks, affordable meals, and multiple break areas.
Comprehensive health and safety measures, including increased cleaning, social distancing, free face masks, hand sanitizer, and more.

Skills You Need to Bring
Excellent oral and written communication skills.
Strong customer relationship and problem-solving skills.
Professionalism and ability to remain calm under pressure.
Organizational and time management skills.
Ability to adapt to new processes and technologies.
A commitment to delivering exceptional service with every interaction.

Brass & Bolt Is Committed to Inclusion
Brass & Bolt is dedicated to fostering a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

For individuals with disabilities who require accommodations, please visit our website.

We believe that a diverse workforce drives success. Recruiting decisions are based on your experience and skills. At Brass & Bolt, we value your passion to solve problems, build relationships, and simplify processes for our clients.