Customer Support Specialist

The Hispanic and Immigrant Center of Alabama, ¡HICA!, is one of the most successful social impact organizations in Alabama and has been the major catalyst for the empowerment and economic progress of the Latino community for over 20 years. ¡HICA! is a non-profit organization with a successful track record of providing over 3,000 residents annually with quality services while advocating to local and state leaders for policies that improve the quality of life of all residents.

We are seeking an experienced Customer Support Specialist with excellent communication skills and a strong commitment to customer satisfaction. This role involves interacting with customers to address inquiries, resolve issues, and provide information about our products and services. The successful candidate will be responsible for managing customer interactions through various channels, ensuring timely and effective solutions, and collaborating with internal teams to enhance the overall customer experience. You should be highly organized, proactive, and capable of working in a fast-paced environment.

Key Responsibilities:

* Customer Interaction: Engage with customers via phone, email, or chat to address inquiries, resolve complaints, and provide information about products and services.

* Issue Resolution: Listen attentively to customer concerns, analyze problems, and offer appropriate solutions in a timely manner.

* Product Knowledge: Maintain a thorough understanding of company products and services to effectively assist customers and provide accurate information.

* Order Processing: Assist customers with placing orders, processing returns, and managing account information.

* Documentation: Accurately record customer interactions, transactions, and feedback using CRM systems to ensure data integrity and facilitate follow-up actions.

* Collaboration: Work closely with other departments to address customer needs, resolve issues, and improve service delivery.

* Performance Metrics: Meet or exceed performance targets, such as response times, resolution rates, and customer satisfaction scores.

* Educational Background: High school diploma or equivalent; additional education or certifications in customer service or related fields are a plus.

* Communication Skills: Excellent verbal and written communication abilities, with a focus on active listening and clear articulation.

* Problem-Solving Skills: Ability to analyze situations, think critically, and provide effective solutions to customer issues.

* Technical Proficiency: Comfortable using computers and various software applications; experience with CRM systems is advantageous.

* Customer-Centric Attitude: Demonstrated commitment to delivering exceptional customer service and maintaining positive customer relationships.

* Multitasking Abilities: Capable of managing multiple tasks simultaneously while maintaining attention to detail and quality.

* Experience: Previous experience in customer service or related roles is preferred but not required; we are willing to train the right candidate.

* Pension Plan Options: Designed to provide robust, long-term retirement security, ensuring senior leadership has access to a dependable income post-retirement, with tailored options that align with individual financial goals and longevity.

* 401(k) Retirement Plan: A comprehensive retirement savings program that includes a significant employer matching contribution, allowing for optimized retirement planning and contributing to your overall financial stability and peace of mind throughout your career.

* Life and Disability Insurance: Essential coverage that offers invaluable financial protection for both you and your family, safeguarding against unforeseen circumstances and ensuring continuity of income in the event of disability or untimely death.

* Wellness Benefits: An extensive program that includes subsidized gym memberships, wellness reimbursements, and access to various health initiatives, ensuring that your physical, mental, and emotional well-being are prioritized in maintaining a healthy and productive lifestyle.

* Comprehensive Healthcare Coverage: An all-encompassing healthcare plan offering medical, dental, and vision benefits for you and your immediate family members, providing access to a broad network of healthcare professionals and treatments to ensure your well-being is thoroughly managed.

* Generous Paid Time Off (PTO): A highly flexible and inclusive PTO policy, offering ample vacation days, sick leave, and paid holidays, enabling a healthy work-life balance and ensuring you have sufficient time to recharge and manage personal obligations.

* Annual Performance Bonuses: Competitive performance-based bonuses awarded annually, linked to company performance metrics and individual achievements, incentivizing success and rewarding senior leadership for their contributions to the organization’s growth.