Customer Support Specialist (In-House)

As part of its mission, Alphapointe provides preferential hiring to people with vision impairments (legally blind).

Alphapointe is a non-profit agency whose mission is to empower people with vision loss to achieve their goals and aspirations. Alphapointe offers a great working environment that's both challenging and satisfying as well as an array of benefits including medical, dental, vision and life insurance, short and long term disability, vacation and sick time, paid holidays and flexible spending options as well as a generous 401(k).

Position Summary: The Customer Support Specialist serves as the primary point of contact for customers, providing timely, professional, and solution-oriented assistance. This role is essential in ensuring a positive customer experience by addressing inquiries, resolving issues, and offering guidance on products and services. The Customer Support Specialist also works closely with internal teams to support operational efficiency and customer satisfaction.

Key Responsibilities

• Respond to customer inquiries via phone, email, and online portals in a professional and timely manner.
• Assist customers with order placement, product information, returns, and troubleshooting issues.
• Initiate and process RMAs (Return Merchandise Authorizations) in accordance with company policies.
• Resolve customer concerns efficiently while maintaining a focus on customer satisfaction and service excellence.
• Utilize the company’s report server to gain insight into orders potentially impacted by backorders, whether item-specific or time-related, and communicate effectively with customers regarding these delays.
• Collaborate with other departments (Sales, Shipping, Production, etc.) to address customer needs and follow through on solutions.
• Document customer interactions and resolutions accurately and thoroughly.
• Identify recurring customer issues and suggest process improvements to Team Lead or Department Manager.
• Support team efforts by sharing knowledge, assisting colleagues, and contributing to a positive, collaborative work environment.
• Stay informed about company products, services, processes, and policies to provide accurate information to customers.
• Assist in training new team members as needed.
• Other duties as assigned

Additional Functions

• N/A

Qualifications

• High school diploma or equivalent (associate or bachelor’s degree preferred).
• 2+ years of customer service, call center, or client support experience preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word).
• Team-oriented with a positive attitude and a customer-first mindset.

Alphapointe is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran