Join us as a Customer Service Specialist at Rackspace Technology for a full-time remote opportunity. In this role, you will serve as the first contact for customers, handling their queries and issues. You will ensure customer security and adhere to company policies. Attention to detail, value analysis, and computer proficiency are essential skills. Follow standardized processes and procedures and interact with customers in a professional manner. Solve administrative calls and provide basic information about products. Flexibility in schedule and ability to work in an office environment are required.
Customer Service Specialist
Serves as first contact for customer questions and issues. Fields customer calls; asks questions to understand the customer issue and creates and updates tickets to route to the appropriate team for resolution. Maintains customer security by verifying customer calls and accounts. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed.
Customer Service Specialist Summary
- Acquires basic skills to perform routine tasks
- Work is prescribed and completed with little autonomy
- Works with either close supervision or under clearly defined procedures
- Entry level to a business support career progression.
Customer Service Specialist Skills
- Attention to Detail: Demonstrates a concern for accuracy and thoroughness so that sufficiently detailed information is logged correctly Value Analysis: Provides customers with basic, standard information regarding products/offerings
- Moderate computer proficiency including Microsoft Office Suite
- Ability to interact with customers in a professional and friendly manner
- Ability to follow standardized processes and procedures and identify when escalation
Customer Service Specialist Responsibilities
- Other Incidental tasks related to the job, as necessary.
- Answer incoming phone calls in an efficient and professional manner
- Act as a customer resource regarding products, company structure, and company operation in order to effectively direct incoming queries to the appropriate individuals
- Understand customer issues, identifies the urgency, scopes issue and prepares it for escalation, and triages to correct escalation team
- Assist approximately 60 customers daily in a ticketing system to create and update tickets with relation to the call
- Solve administrative calls without routing to a 2nd-line team
- Follow schedule as given by workforce optimization
- Verify callers by using approved Rackspace methods
- Customer Service Specialist Knowledge
- Acquires a broad knowledge of Rackspace, its operations and service offerings
- Develops knowledge and skills to perform basic activities in own job
- Understands how the assigned duties integrate with others in the team
Customer Service Specialist Education
- Required: Regional equivalent to High School Diploma
- Preferred: Successful completion of 1 to 2 years of higher education classes
Customer Service Specialist Experience
- Required: Customer service experience
- Preferred: 1 – 2 years of customer service experience in a call center or customer centric environment.
- Customer Service Specialist Physical Demands
- General office environment: no special physical demands required.
- May require long periods of sitting and viewing a computer monitor.
- Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations.
