Customer Support Representative – Email & Case Resolution Specialist

Job Description:

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment with a focus on problem-solving? We are looking for a dedicated and detail-oriented Customer Support Representative to join our team. This role involves handling a heavy volume of customer inquiries via email, managing cases, and providing timely resolutions.

In this position, you will support our Account Managers who oversee the fleet, assisting with vehicle orders and a variety of customer service issues. You'll be responsible for managing customer inquiries, resolving issues such as vehicle impoundments, and providing expert guidance to drivers for future service needs.

Key Responsibilities:

• Provide responsive and efficient support to account managers and customers via email.

• Manage customer inquiries and case resolution, using your problem-solving skills to research and find solutions.

• Communicate with internal departments (e.g., Operations, Billing) to ensure seamless service.

• Use MS Teams and Salesforce to manage cases, respond to customer emails, and follow up on open issues.

• Answer and resolve a high volume of customer emails, manage case updates, and ensure timely follow-up.

• Make outbound calls to follow up with customers and gather necessary information.

• Enter customer data into systems while maintaining high attention to detail.

• Utilize Wheels systems to manage vehicle orders, process billing changes, generate reports, and update driver data.

• Provide clear and empathetic communication to customers via email and phone.

Skills and Qualifications:

• 2+ years of experience in a customer service role, preferably in an office setting.

• Strong written and verbal communication skills, with an emphasis on clear, grammatically correct email correspondence.

• Strong attention to detail, with the ability to multi-task and prioritize effectively.

• Excellent problem-solving skills with the ability to think outside the box to resolve customer issues.

• Proficient with Microsoft Office (Word, Excel, Outlook) and comfortable working with multiple software systems.

• Experience using CRM systems, especially Salesforce, is a plus.

• Strong computer literacy, including the ability to work with multiple databases and monitors.

• A high school diploma is required; further education or certifications are a plus.

Why Join Us?

• Be part of a dynamic team focused on delivering outstanding customer experiences.

• Opportunity for growth and development within the company.

• Collaborative and supportive work environment.

Experience Level:

• Entry Level

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Schaumburg,IL.

Application Deadline

This position is anticipated to close on Mar 17, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.