[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. JD Power is a globally recognized company that specializes in providing data and analytics for the automotive industry. They are seeking a Customer Support Specialist to be the first point of contact for customers, assisting with inquiries via email and live chat while ensuring a high level of service quality.

Responsibilities

• Respond promptly and professionally to customer inquiries via email and live chat
• Resolve customer questions, concerns, and issues with empathy and accuracy
• Accurately document customer interactions and resolutions in the CRM system
• Perform Quality Assurance checks using established processes
• Identify and escalate complex or unresolved issues to the appropriate teams
• Follow standard operating procedures to ensure consistent service quality
• Contribute to team knowledge bases and FAQ resources
• Meet or exceed individual KPIs including response time, resolution rate, and customer satisfaction scores
• Collaborate with internal teams (IT developers, product, operations) to advocate for customer needs
• Work closely with Customer Support Supervisor to complete team and personal goals, along with daily Salesforce tasks

Skills

• High school diploma or equivalent; associate or bachelor's degree preferred
• Strong written communication skills with keen attention to grammar and tone
• Ability to manage multiple live chat conversations simultaneously while maintaining quality
• Comfortable working in a fast-paced, metrics-driven environment
• Proficiency with standard computer applications (email, web browser, Microsoft Office)
• Positive, professional attitude and a genuine desire to help customers
• Prior customer service or support experience (retail, hospitality, or office setting), an asset
• Experience with CRM platforms (e.g., Salesforce), an asset
• Familiarity with the automotive or market research industries, an asset

Company Overview