Note: The job is a remote job and is open to candidates in USA. AIA Contract Documents is a leading legal contract platform with nearly 200 contracts, exhibits, and forms that define the relationships and terms involved in design and construction projects. They are seeking a highly motivated and detail-oriented Customer Support Representative to handle customer inquiries, resolve issues, and provide exceptional service to ensure customer satisfaction.
Responsibilities
- Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner
- Use Zendesk (or other customer support software) to manage and track customer interactions, ensuring all requests are handled promptly
- Resolve customer complaints and issues by providing accurate information, troubleshooting, and offering appropriate solutions
- Maintain a high level of product knowledge to assist customers with questions and concerns
- Collaborate with other departments to ensure customer issues are resolved efficiently
- Document customer interactions and updates in the system for future reference
- Follow company policies and procedures in all interactions with customers
- Continuously strive to improve customer satisfaction by identifying areas for improvement in the support process
- Meet or exceed individual and team performance metrics
- Other Duties as assigned
Skills
- Minimum of 1-2 years of experience in customer support or a related field
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively
- Strong problem-solving skills, with the ability to think critically and find solutions quickly
- Basic knowledge of Microsoft Office Suite and other computer applications
- Ability to work well in a team environment and collaborate with others to achieve common goals
- Ability to adapt to changing priorities and handle multiple tasks in a fast-paced environment
- A strong commitment to providing outstanding customer service and building positive customer relationships
- Familiarity with Zendesk or other customer support platforms is highly preferred
Benefits
- Company paid health, dental, and vision benefits for employees
- 401 (k) with company match
- Bonus potential
Company Overview
AIA Contract Documents is a legal contract platform for the architecture, engineering, and construction sector. It was founded in 1887, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is https://aiacontracts.com/.
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