Customer Service Representative
Fully Remote Tampa, FL
Description

 Spectrio has been recognized as one of Florida’s highest-growth companies, ranking at No. 127 on the 2021 Inc. 5000 Florida Regional list, up 53 places from the previous year. In 2020, the Company made the national Inc. 5000 list for the ninth time, ranking at No. 3050, up 756 from the previous year.


Primary Objective:
The Customer Service Representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.


The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints.

 

Responsibilities include: 

  • Act as point of contact for Spectrio clients, answer the clients’ questions and ensure their problems are resolved; conduct follow-up tasks.
  • Receive and answer calls from the client or client service units in relation to client requests or questions in a friendly, professional manner.
  • Facilitate all functions necessary to manage client production schedules and update requests including, but not limited to, confirming load dates, quality assurance calls, and open case review reports.
  • Encourage effective use of service packages purchased by the client to ensure client satisfaction.
  • Actively identify service upgrade opportunities utilizing the sales team as needed to provide solutions to upgrade opportunities.
  • Foster long-term client relationships.
  • Provide account support requested by the sales team.
  • Monitor, distribute, and document incoming calls, outgoing emails, quality assurance calls and customer reports in NetSuite.
  • Be an internal account champion, assuring clear and regular communication to key Spectrio employees.
  • Conduct weekly review of activities to maximize service effectiveness, monitor profitability of accounts to Spectrio, the profit of the organization and ensure client satisfaction.
Requirements

Qualifications:

  • Bachelor’s degree preferred
  • Experience in Account Management including records maintenance and direct client contact.
  • Computer and Customer Service experience.
  • Marketing and audio production background is beneficial.  
  • Knowledge of NetSuite is a plus.
  • Excellent customer service and communication skills
  • Strong report-writing, analytical and project management skills including creating and maintaining accurate, accessible and organized documentation.
  • Ability to lead a project using own initiative and working as a team
  • Must be able to quickly understand the client, their product and their industry
  • Good working knowledge of Microsoft Office
  • Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept and manage expectations
  • Ability to remain positive and seek solutions during stressful situations

*Position is Remote.  Considering candidates in the Southeast U.S. including FL, NC, SC, TX, TN, KY. 


Spectrio is a leading provider of comprehensive digital signage solutions that empowers clients to transform their business locations into modern, dynamic destinations for customers and employees. Headquartered in Tampa, Fla., and founded in 2002, Spectrio serves over 150,000 franchise and enterprise locations in multiple industries, including quick-service restaurants, automotive, healthcare, and financial services. With supporting offerings geared towards Overhead Music, On-Hold Messaging, WiFi Marketing, and more, Spectrio offers businesses a complete customer engagement solution at scale. For more information, visit www.Spectrio.com.


Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement. 


Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.