Customer Service Specialist

Irvine, CA / Remote
30+ days ago

Job Description

Job Overview:

Genea’s Customer Service Specialist is responsible for the management of all level 1 support calls, emails, and chats by resolving customer issues, documenting them in the company CRM, and taking the appropriate follow up steps with the customer’s account manager. Answering general office phones, data entry as needed or required, quality assurance, and building professional relationships with customers/properties. They will interact directly with customers via phone, email, and chat to ensure they are 100% satisfied with the product and service. They will document all customer interactions into the company CRM. They will provide operational support to the Customer Success team with implementation and account management duties as assigned.

What you'll do:

  • Management of all incoming support inquiries that come in via phone, email, and chat
  • Gather and enter all pertinent information on unresolved issues into CRM, and pass customer/information/case to the Account Manager
  • Manage challenging customer service situations while maintaining a positive, empathetic, and consultative approach towards the customer always
  • Demonstrate sound judgment in decision making, and appropriately following established guidelines and procedures
  • Deliver an exceptional customer experience to our customers and provide guidance regarding Genea services
  • Ensure that all interactions encourage customer satisfaction, effectiveness, proficiency, and quality
  • Act with confidence by answering and/or finding answers to customer questions and finding solutions to customer issues
  • Provide data entry as required during the implementation process or for general account maintenance
  • Utilize CRM technology to log all customer interactions and database updates
  • Answer general office phones
  • Exceed key performance indicators measuring personal productivity, quality, and service level

What you'll need:

  • Associates Degree, preferred
  • 2-3 related experience, preferred
  • Knowledge of customer service principles and practices and a desire to help people
  • Ability to analyze and solve problems
  • Ability to multi-task
  • Comfortable in a high-growth, rapid-paced tech company environment
  • Self-starter, ability to work with minimal supervision and in a remote environment (when necessary)
  • Working knowledge of customer billing processes, and willingness to learn
  • Exceptional verbal and written communication skills and strong interpersonal abilities
  • Strong attention to detail
  • Proficient in Adobe Acrobat, MS Word, Excel, MS Outlook

Physical Demands and Work Environment:

  • Frequently required to sit
  • Occasionally required to walk short distances
  • Continually required to utilize hand and finger dexterity
  • Frequently required to talk or hear
  • Continually requires vision
  • While performing the duties of this job, the noise level in the work environment is usually quiet
  • Utilizes computer/laptop, printer, copier, telephone

Genea is a rapidly growing SaaS (software as a service) company in Irvine. We build software products that help buildings and enterprises create a great experience for their tenants and employees. Learn more at

Job Type: Full-time


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift
  • Monday to Friday

COVID-19 considerations:
Our office is closed due to COVID-19. All employees are currently working remote.

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19


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