Customer Service Specialist

Predator Group is a leading pool cue and billiard accessories provider located in sunny Jacksonville, FL. Our mission is to inspire and innovate in the world of billiards. We are always working on the innovations that will move our industry forward in new and exciting directions. We are looking for a qualified Customer Service Specialist to join our team. Our customers are the reason we exist, and we want someone who makes each one feel like they are the key to our success. Our ideal candidate is a self-starter, highly organized, results-driven, and has exceptional oral and written communication skills. You should be a “people person” with a positive personality who always strives to provide an excellent customer experience. Responsibilities • Manage incoming calls and customer service inquiries across all contact channels. • Serve as backup support for live chat, assisting customers promptly and professionally when needed. • Respond promptly to customer inquiries and find creative solutions in a timely manner. Maintain a positive, empathetic, and professional attitude toward customers at all times. • Build strong relationships and trust with customers by listening to their needs and educating them about the most suitable products and services. • Process customer returns, repairs, and warranty items promptly in line with company policies and procedures. • Approve and process online orders/changes. • Maintain accurate records of returns and sales orders using our Netsuite ERP. • Suggest process and content improvements. • Ensure customer satisfaction and provide professional support. Qualifications • Knowledge of the game of pool is a plus, as it helps connect with our fans. • One to two years of customer service experience. • Excellent customer service skills. • Excellent verbal and written communication skills. • Proficiency in Microsoft Office programs, support ticketing systems, and live chat platforms such as Zendesk. • Strong organizational skills with the ability to manage priorities and workflow. • Ability to work independently and as part of a team. • Ability to understand and follow written and verbal instructions. • Professional appearance and demeanor. • Ability to effectively communicate with people at all levels and from various backgrounds. Competencies • Interpersonal Skills– Focuses on solving issues with a positive attitude; keeps emotions under control; remains open to others' ideas and new approaches. • 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. • Customer Service– Responds promptly to customer needs; solicits feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations positively. Job Type: Full-time Pay: $19.00 - $21.00 per hour Benefits: • 401(k) matching • Dental insurance • Health insurance • Paid time off • Vision insurance Education: • High school or equivalent (Preferred) Experience: • Customer Service: 2 years (Preferred) Work Location: In person