Customer Support Specialist

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The Tendit Difference

Tendit Group is a private equity-backed collective of best-in-class providers that, when combined, provide a full suite of external facilities services that improve curb appeal and keep properties fully operational. Our brands are the best at what they do in every city we operate in, leveraging years of experience and regional knowledge while representing the commitment to exceptional service that Tendit is known for. We have a unique approach in the marketplace, providing a complete package of services to building owners – a one-stop shop in a fragmented market. We are growing rapidly and have many opportunities for people who want to work hard and develop their careers with us. If this sounds like a place you'd like to be, we'd like to meet you! 

Are you ready to join a team passionate about revolutionizing facility services? We're looking for individuals who are up for the challenge, want to make a difference, and are ready to take their careers to the next level. If this sounds like you, we can't wait to meet you!

Position Summary

The Support Team Lead is responsible for overseeing the daily operations of the support team while ensuring the highest level of customer satisfaction. This role encompasses all the duties of a Support Specialist, with additional responsibilities related to customer onboarding, data management, and troubleshooting customer portal issues. The Lead will play a crucial role in ensuring the accuracy and timeliness of customer interactions, guiding subcontractors through onboarding, and assisting customers in navigating company portals. The ideal candidate is proactive, detail-oriented, and possesses strong leadership and problem-solving skills.

Key Responsibilities

• Assist customers with the pre-qualification process, ensuring accuracy and timeliness.
• Provide troubleshooting and guidance for customer portal usage.
• Enter accurate data into customer portals as needed.
• Conduct onboarding of subcontractors and manage customer-related inquiries into subcontractor work products.
• Supervise and mentor Support Specialists to ensure effective performance and development.
• Monitor customer interactions to maintain high service standards and identify areas for improvement.
• Collaborate with other departments to streamline processes and enhance the overall customer experience.
• Ensure compliance with company policies and industry regulations.
• Handle escalated customer concerns and provide resolution strategies.
• Provide exceptional customer service through inbound and outbound calls, ensuring positive interactions.
• Addressing customer concerns efficiently, ensuring a timely and effective resolution.
• Manage inbound web leads, responding promptly to inquiries and directing them appropriately.
• Pre-qualify new customers based on defined criteria before assigning them to the sales team.
• Assign new leads to the sales team, ensuring accuracy and timely handoff for follow-up.
• Maintain timeline management for leads, estimates, and service levels to optimize efficiency.
• Conduct follow-ups on leads, estimates, and overall service levels, ensuring continued engagement.
• Support outbound customer calls to enhance customer experience and reinforce service commitments.
• This is a salaried position with flexible hours based on business needs. The typical workweek is approximately 45 hours, though this may vary.
• Other duties as assigned

 Qualifications

• Experience in customer service, sales support, or a related role.
• Experience leading a team.
• Strong communication skills, with the ability to engage and qualify customers effectively.
• Detail-oriented with excellent timeline and task management skills.
• Ability to handle multiple priorities and ensure timely resolution of customer inquiries.
• Proficiency in Aspire, CRM or customer tracking systems (NetSuite) is a plus.
• Positive "can-do" attitude with the ability to proactively solve problems and adapt in a fast-paced environment.
• Expe