Job description

Kimberbell Designs is an energetic and quickly growing machine embroidery company. We are looking for an experienced Customer Support Specialist to join our Customer Relationships team.

About Us: At Kimberbell, our passion is helping people experience the joy of creativity by providing superior machine embroidery experiences. Kimberbell was established in 2009 in beautiful Logan, Utah, located in the Cache Valley of Northern Utah. We produce machine embroidery designs, project materials, project books, subscription boxes, and events.

Job Title: Customer Support Specialist

Department/Group:
Full-Time (37-40 hours/wk)

Essential Duties/Responsibilities:
Respond to customer queries in a timely and accurate way, via phone, or email. Identify customer needs and helping customers resolve issues.

Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services.

Collects and enters orders for new or additional products or services.

Identifies customer needs, clarifies information, conducts appropriate research to provide solutions.

Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to appropriate supervisor.

Gain basic understanding of company product and services.

Ensures that appropriate actions are taken to resolve customers problems and concerns.

Performs other related duties as assigned

Education and/or Work Experience Requirements:
Excellent communication skills including active listening.

Service-oriented and able to resolve customer grievances.

Proficient computer skills with the ability to learn new software.

High school diploma or equivalent.

Customer service experience preferred.

Competencies:
Customer Service-Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Oral & Writing Communication-Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork-Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Problem Solving-Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Dependability-Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies the appropriate person with an alternate plan.

Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.

Must be able to lift up to 15 pounds at times.

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards.

Kimberbell provides equal opportunity to all applicants, regardless of race, color, religion, sex, national origin, age, disability, military service, or genetics.

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