Customer Support Specialist I in Rochester, New York at EagleView

Eagleview
Locations: Rochester, New York
Categories: Operations
Job Type: Regular Full-Time
Work Type: Remote
Req ID: 2897
Job Description About Us

Eagleview is a leading provider of aerial imagery, property insights, and software that transform the way people work. Eagleview holds more than 300 patents and owns a large geospatial data and imagery library encompassing 94 percent of the US population. Eagleview provides the most accurate data, enabling customers in the government, construction, solar, and insurance industries to make timely, informed, and better decisions.

Overview

The Customer Support Specialist I in the Customer Service Department will answer questions over email, live webchat, and on the phone about general account information, billing, and order statuses. Specialists are empowered to resolve almost any of our customers’ concerns with a focus on first-call resolution. We focus on training from the beginning, and we give our workforce members the tools they need to succeed long-term. 

This is a remote role with an hourly rate of $17/hr.

Responsibilities

• Answer inbound calls, emails, and chats from potential customers and existing clients. 
• Quickly assesses customer issues to provide accurate support. 
• Explores and understands customers’ needs and exceeds their expectations. 
• Complete all required training courses and stay informed about company news and department processes and procedures. 
• Maintains a high standard of professionalism with our customers. 
• Adheres to department performance goals and production standards. 
• Work independently with confidence and sound judgment, while collaborating with a supportive team and knowing when to escalate critical customer issues for optimal resolution. 
• Maintains individual performance relative to traceable metrics and quality standards in relation to department goals and objectives. 
• Ability to execute Tier One responsibilities such as order entry and basic account management and post-delivery support tasks with coaching.  
• Other duties as assigned. 

Qualifications

• Minimum of 1 year of Customer Service experience. 
• Minimum of 1 year of experience with Salesforce or other CRM applications
• Must be at least 18 years of age (Required)
• High School Diploma or equivalent (GED) (Required)
• Weekend Availability on Saturday & Sunday (Required)

Preferred Experience:

• Able to work in a fast-paced environment and easily pivot with changing business needs. 
• Knowledgeable with Microsoft Office Suite (Excel, Outlook, and Word).  
• Computer-savvy and able to navigate multiple applications at the same time. 
• Able to work under pressure and remain flexible to changing schedules and demands. 
• Robust verbal and interpersonal communication skills. 
• Detail-oriented, organized, and able to multitask. 
• Capable of managing challenging customers and building rapport. 
• Able to deescalate issues efficiently and appropriately. 
• Robust problem-solving and analytical skills. 
• Able to work independently with minimal supervision. 

Core Competencies:

The successful candidate will demonstrate strength in the following competencies as well as foundational competencies, which can be found here:

• Drive & Follow Through – Takes initiative and turns ideas into action.
• Adaptability in Uncertainty – Adjusts quickly and performs through change.
• Customer-Centered Mindset – Puts customer needs at the center of decisions.
• Judgment & Problem Solving – Makes sound decisions and solves problems effectively.
• Role-Specific Expertise – Applies strong functional expertise to deliver results.
• Results Accountability – Owns outcomes and delivers on commitments.
• Work Prioritization & Execution – Focuses on priorities and delivers on time.

Equipment Requirements:

• USB headset

• Smartphone

Company-Provided Equipment:

• Laptop

• Docking Station

This job description is not an exclusive or exhaustive list of all job functions that a workforce member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.

EEO Statement

The compensation offered to the successful candidate will be based on a variety of factors, including but not limited to, the candidate’s work experience, education and licenses, work-related training, key skills, the core duties of the role and its associated responsibilities, additional benefits offered, and the location where the work will be performed. All Fulltime (30+ hours) employees are eligible for PTO, Sick, and Parental Leave; Medical, Dental, and Vision Insurance; 401(k) Plan; Health Savings Account; Life Insurance; Employee Assistance Program; Pet Insurance. This is a remote role with a pay rate of $17.00 per hour.

As an Equal Opportunity and E-Verify Employer, Eagleview Technologies does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply. We are committed to giving all applicants equal opportunity to participate in the application process and are open to discussing reasonable accommodations for candidates with disabilities.