Senior Customer Support Specialist

Outsell is a leading customer engagement platform that listens, predicts and engages with customers at scale, delivering measurable improvements in sales, profitability and customer loyalty. We are based out of Minneapolis, MN with extensions of our team located throughout the US.

Our culture at Outsell is constantly evolving where amazing people (like you) can do their best work. If you are ready to start and grow your career at a values-based company where we live out our core values of Customer, Quality, Caring, Teamwork, Innovation, Initiative, and Integrity, you’ve come to the right place. Visit Why Outsell for more information.

WHAT WE NEED

We’re looking for a Senior Customer Support Specialist to join our team! The Senior Customer Support Specialist is responsible for customer facing support ensuring timely follow-up, resolution, program change requests for all post implementations. The Senior Customer Support Specialist acts as the main point of contact for both internal and external customers and stakeholders.

Select Responsibilities Include:

• Monitors email, Salesforce, SDP for open support tickets
• Researches support ticket concern utilizing internal tools or across team collaborations.
• Responds, resolves, identifies root cause to open concern within targeted SLAs.
• Acts as the main point of contact for both internal and external stakeholders
• Follows support concern through resolution or submits program changes requests when resolution is not available.
• Provides training documentation or step by step instructions to dealers or stakeholders.
• Collaborates with Onboarding and data teams for issue resolution as needed.
• Track internal or external customer communication through Salesforce on Account Record.
• Communicate with appropriate Program Service, Sales or Success partners regarding escalated support concerns or issues that impact Dealer platform performance or restricts campaign sends.
• Assist audit teams with ongoing data checks to ensure that data delivery is current.
• Informs direct Supervisor and Dealer Support Director of any customer escalations or high priority support concerns.
• Proactively communicates support risks, concerns or escalations to Dealer Support Director and Dealer Support Supervisor
• Acts as an SME on the dealer platform, how it functions, user set-up as well as enhancements or improvements.
• Processes Coop submissions monthly for assigned dealer base.
• Email Coop documentation to specific dealer contact for dealers that do not qualify or have not authorized full service.
• Update Salesforce as required to track Coop submissions.
• Monitor Coop or other group email accounts as assigned or as instructed.
• Answers incoming phone calls, forwards or transfers calls, attends to or responds to voicemail messages
• Initiate process and function optimization with internal teams. Actively update documentation as needed or required.
• Lead, host, participate in both internal and external meetings
• Demonstrate the values of Outsell in everyday interactions.
• Perform other duties as required.

WHO WE WANT

If you have the following education, experience, and competencies, this might be the role for you!

Education and Experience:

• Bachelor’s Degree; and
• Two (2)+ years of experience Technical Client Service or Similar; or
• A combination of education and work experience is necessary to perform key responsibilities.

Technical/Functional Competencies and Traits:

• Ability to manage multiple projects simultaneously under tight deadlines
• Coordination and Organization skills
• Internal and external customer facing communication skills
• Advanced proficiency with written and verbal communication skills
• Ability to be proactive and work autonomously
• Ability to troubleshoot and apply problem solving skills
• Process orientation and strong attention to detail
• Highly motivated to work in a fast-paced, entrepreneurial, results-oriented culture
• Ability to care for others, show empathy, and work collaboratively across functions
• Computer skills, specifically in Monday.com, Salesforce, Package Manager, GSD Ticketing System, MS Office Suite, internal communications through Slack and Outlook, as well as external vendor portals (CRM, DMS, Inventory).
• Ability to implement SLAs and respond to questions from internal and external resources as an SME

TRAVEL/LOCATION

• Commuting by car and plane to headquarters periodically.
• This position is hybrid based in the Minneapolis headquarters.

WHAT’S IN IT FOR YOU

Here at Outsell, caring is one of our core values. We demonstrate that by providing top-notch total rewards package for our associates as you grow professionally and personally. In addition to a rewarding career where you get the opportunity to make a tangible impact on our customers and communities, we offer the following to all full-time associates:

• Competitive pay with discretionary bonuses for above-and-beyond performance
• Hybrid and remote work arrangements
• Comprehensive benefits package, including:
  1. Affordable Medical, Dental and Vision Benefits
  2. Health Savings Account with company contributions
  3. 401(k) with company match
  4. Company-paid employee life insurance
  5. Company paid long-term disability
  6. Dependent Care Flexible Spending Account
  7. Tuition reimbursement for formal education, professional development, trainings, etc.
• Generous time off
  1. Unlimited paid time off
  2. 9 paid holidays
  3. Paid family and medical leave

We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate based on race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status, or any other class protected by local, state, or federal law. Our commitment to diversity and inclusion extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and other terms and conditions of employment. To request an accommodation for the application process, please email PeopleTeam@outsell.com.