Customer Service Associate Job at Konexial (Knoxville)

Job Description

Job Title: Customer Service Associate Department: Operations Reports To: Customer Experience Manager Seniority Level: Entry-Level Employment Type: Full-time Summary: Konexial is currently seeking dedicated professionals to join our Customer Support division. As a Customer Support Associate, you will be instrumental in maintaining our commitment to service excellence by supporting our expanding suite of transportation solutions. This role requires sophisticated communication skills and the ability to effectively manage complex requests from a diverse clientele, including commercial transportation providers and private fleet operators. The successful candidate will facilitate technical troubleshooting, documentation, and account resolution across multiple platforms. We seek individuals with professional experience in the transportation sector and/or contact center environments who can deliver an exceptional service experience to our stakeholders.

Job Responsibility

Help customers with a wide range of general inquiries on product and/or account issues and questions
Solve customer issues and escalations about Konexial products and services
Experience in multi-channel servicing including excellent phone skills and good writing skills for web, email, and text requests
Ability to prioritize work queue and backlog in addition to incoming customer requests
Complete support tickets for issues that require technical support or development team assistance
Provide excellent customer service and take ownership throughout the service cycle from initial request to final close out of the support request
Model and champion Konexial’s cultural principles as we scale

Requirements

1-3 years of experience in a customer-facing role within a contact center environment
Demonstrated ability to increase productivity through daily task completion, personal development, and guided trainings
Experience in a high pace environment handling escalated customers and able to follow up on customer requests in a timely manner
Strong problem-solving skills and a proven ability to deliver a positive customer experience
Exceptional communication skills to effectively communicate with a wide range of customers
Experience in a fast-paced environment managing multiple cases per day via phone, chat, and email channels
Experience working with ticketing systems (e.g. Zendesk, Pipedrive, ServiceCloud)
Proficient with macOS and both Apple and Android mobile devices for app usage
Solutions-oriented with strong problem solving skills
Proven track record of building trust and communicating effectively with a wide variety of stakeholders: laymen, executives, product leadership, day-to-day users of our products
Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
Diplomacy, tact, and poise under pressure when working through customer issues
Maintains a professional demeanor and composure under challenging circumstances
Demonstrates superior verbal and written communication proficiency with meticulous attention to detail
Possesses strong analytical capabilities and investigative research skills
Ability to work independently, coupled with keen awareness of customer satisfaction ques
Excellent analytical, problem-solving and decision-making skills
Ability to work well in a team environment
Onboard, train and work within our Knoxville, TN Headquarters

Nice to have

Strong ability to actively listen and ask follow-up questions to drive customer success
Ability to verbally guide customers to solutions in both app and web based applications
Thrive in an unstructured, fast-paced, and change-heavy environment
Ability to work flexible hours when needed (nights and weekends) - Team works together to cover during vacation, absence, etc.
Experience supporting service requests in billing, RMA, cancellations, and renewals
Experience supporting telematics systems, ELDs, and hours of service compliance is a plus
Fluent in a foreign language (We’re growing!)
A degree in whatever. We’re Serious! Supply Chain/Logistics, or Business preferred.

What we offer

Enterprise software company ready for transformational growth
Competitive wages
Hybrid Work Location
Peer-driven training and ongoing support
Casual dress code and flexible working hours to fit with your life

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