Email Chat Support - Remote in Newark, New Jersey at Faber Industries, LLC

Hausmann is an innovative, relationship-driven commercial construction firm with high-quality projects across all market types. Operating in eight states with six corporate offices, we specialize in construction management, design build, and general contracting services—with the added advantage of self-perform capabilities. What started as a small local company has grown into one of the region's most trusted builders, nationally recognized on the ENR Top 400 Contractors list.

We are seeking a dedicated and customer-oriented Email Chat Support Specialist to join our team. In this role, you will be responsible for providing exceptional support to our customers via email and online chat platforms. Your primary focus will be to address inquiries, resolve issues, and ensure an outstanding customer experience. If you are a proactive problem-solver with excellent communication skills, we would love to hear from you!

Responsibilities:

• Respond promptly and professionally to customer inquiries received through email and chat channels.
• Assist customers with product-related questions, technical issues, and account management.
• Troubleshoot and resolve customer issues in a timely manner, escalating complex cases to the appropriate team when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the company's customer relationship management (CRM) system.
• Provide feedback to management on recurring issues or trends to improve overall customer satisfaction.
• Collaborate with team members to enhance the support process and share best practices.
• Stay updated on product knowledge, company policies, and industry trends to provide accurate information to customers.
• Participate in training sessions and team meetings as required.

Qualifications:

• High school diploma or equivalent; a degree in a relevant field is a plus.
• Previous experience in customer support, particularly in email and chat support roles, is preferred.
• Excellent written communication skills with a strong attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM software, chat applications, and standard office software (e.g., Microsoft Office, Google Workspace).
• Strong problem-solving skills and the ability to think critically under pressure.
• Empathy and a passion for helping customers.