Description
PRIMARY OBJECTIVES/JOB SUMMARY
The Customer Support Specialist is responsible for providing exceptional customer service and operational support across all company locations. This role serves as a primary point of contact for customers, ensuring a seamless customer experience from beginning to end while supporting daily business operations, billing inquiries, collections, and customer account management.
ESSENTIAL RESPONSIBLITIES/JOB FUNCTION
- Support company initiatives focused on customer retention, operational efficiency, and service excellence.
- Answer and manage daily inbound and outbound customer calls professionally and efficiently.
- Provide outstanding customer support while ensuring all customer needs and concerns are fully resolved and followed through to completion.
- Handle customer inquiries related to billing, invoicing, account balances, and service-related concerns.
- Perform collections activities on past due customer balances in a professional and customer-focused manner.
- Utilize company SOPs (Standard Operating Procedures) to troubleshoot and resolve customer issues effectively.
- Coordinate with Sales, Operations, Dispatch, and other internal departments to support customer needs and drive revenue growth.
- Support customers across all company locations and territories while maintaining consistent service standards.
- Maintain accurate customer records, notes, and communication within company software systems.
- Learn and effectively use phone systems, Microsoft Outlook, CRM platforms, and additional company software applications.
- Assist customers with account updates, service requests, and general administrative support.
- Prioritize tasks effectively in a fast-moving industry while maintaining professionalism and accuracy.
- Escalate unresolved issues or recurring concerns to management when appropriate.
- Maintain confidentiality and compliance with company policies and procedures.
- Perform additional duties and projects assigned.
Requirements
BEHAVIORS/COMPETENCIES
- Excellent verbal and written communication skills.
- Strong customer service and conflict resolution abilities.
- Ability to remain professional and composed in high-pressure or difficult situations.
- Strong organizational skills and attention to detail.
- Ability to multitask and prioritize workload effectively.
- Problem-solving mindset with the ability to think critically and independently.
- Proficient in Microsoft Office Suite and CRM/customer management systems.
- Ability to work collaboratively within a team environment and across departments.
- Dependable, adaptable, and self-motivated.
- Strong data entry and administrative skills.
- Ability to maintain confidentiality and professionalism at all times.
EDUCATION AND/OR EXPERIENCE
- High school diploma or equivalent required.
- Minimum of 2 years of customer service experience required.
- Bilingual preferred.
- Experience in collections, billing support, or administrative support is a plus.
Skills Required
- High school diploma or equivalent
- Minimum of 2 years of customer service experience
- Proficient in Microsoft Office Suite and CRM/customer management systems
- Excellent verbal and written communication skills
- Strong customer service and conflict resolution abilities
- Strong data entry and administrative skills
- Bilingual
- Experience in collections, billing support, or administrative support
What We Do
TOI TOI USA provides comprehensive portable sanitation rentals across the Southeastern region, including portable toilets, restroom trailers, hand hygiene stations, and holding tanks. They cater to construction sites, commercial properties, residential projects, and outdoor events. Additionally, they offer emergency relief services, such as backup power generators and internet connectivity, to support communities during hurricane and disaster recovery efforts.
