Job Description

NSF is seeking to add a Customer Success Specialist to its growing team. In this role, you will be responsible for reviewing, triaging, routing, and answering inquiries received across all communication channels at NSF. Your role will include providing accurate and timely responses via phone, email or chat to general, non-technical inquiries and appropriately documenting and routing sales leads. As well as documenting all interactions in ticketing system (ServiceNow) & reporting on the information collected in ServiceNow to the various stakeholders within the business. Ultimately ensuring that the entire lifecycle of an interaction is completed accordingly to SLAs.

Principle Accountabilities include, but are not limited to:

Answering inquiries originating from a variety of communication channels across NSF, primarily via phone, email and chat
Providing accurate and timely information to customers and routing tickets that require technical expertise to Subject Matter Experts
Escalating tickets when necessary
Reporting on data collected in ServiceNow and identifying trends

Qualifications:

Associate Degree
2+ years’ experience in customer service roles, quality assurance, complaints management
Experience providing customer support on the phone and in writing (chat, email) is ideal
Excellent interpersonal and communication skills
Attentiveness and patience
Strong time management skills
Strong attention to detail and excellent problem-solving skills.
Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams.
Ability to review and report on data, identifying trends and share across the organization
Bilingual: English & Spanish
Comfortable with computers, able to learn new software platforms
Friendly, attentive and proactive in engaging with consumers and clients
Excellent communication skills

Preferred Qualifications