Customer Support Specialist (After Hours)

EquipmentShare is Hiring a Customer Support Specialist (After Hours)

EquipmentShare is searching for a Customer Support Supervisor (After Hours) for our corporate office in Columbia, MO, to help the Customer Support Department serve its internal and external customers.

Primary Responsibilities

• A true passion for delighting customers with a best-in-class experience with every
  interaction
• Perform job duties in accordance with EquipmentShare's vision, mission, and values
•  Provide excellent customer service for EquipmentShare's customers with clear answers
  to inquiries and appropriate referrals, as needed
• Response to customer inquiries via telephone, chat, and email in an accurate, timely and
  professional manner and within established quality and service standards
• Establish and maintain professional working relationships with internal and external
  customers and co-workers
• Utilize exceptional listening skills to understand customer needs and follow-up with a
  customer centric response in recommending the right solutions and fulfilling rental orders
• Manage time effectively to ensure productivity levels and turnaround times are within
  established service standards
• Perform administrative functions within core systems, such as setting up new users and
  profiles, purchase order maintenance, service requests, and call-off requests
• Utilize appropriate resources to ensure work is completed efficiently and within
  established service standards
• Engage with new customers throughout the onboarding process to educate them on
  specific areas of doing business with EquipmentShare, such as self-service options,
  billing and payment features, rental agreements and contracts, and insurance
  requirements
• Establish and maintain adequate knowledge of EquipmentShare products, service
  offerings, and core systems, including customer-facing T3 to troubleshoot and respond
  to customer and internal inquiries effectively and efficiently
• Monitors the Customer Support, Billing & Payments, and T3 Support inboxes after hours
  for unassigned emails that need to be handled
• Comply with EquipmentShare’s departmental and corporate policies and procedures as
  well as mandated state and federal laws and requirements at all times
• Enhance industry and technical knowledge through actively participating in learning and
  growth opportunities
• Work collaboratively with co-workers to achieve departmental and company goals and
  standards
• Perform other duties and responsibilities as assigned

Why We’re a Better Place to Work

• Competitive salary.
• Medical, Dental and Vision coverage for full-time employees.
• 401(k) with company match.
• Generous paid time off (PTO) plus company paid holidays.
• Stocked breakroom and full kitchen, chef prepared meals daily (breakfast and lunch).
• State of the art onsite gym (Corporate HQ) with instructor led-courses/Gym Stipend for remote employees.
• Volunteering and local charity initiatives that help you nurture and grow the communities you call home. Employees receive 16 hours of paid volunteer time per year.
• Opportunities for career and professional development with conferences, events, seminars, continued education.

About You

Our mission to change an entire industry is not easily achieved, so we only hire people who are inspired by the goal and up for the challenge. In turn, our employees have every opportunity to grow with us, achieve personal and professional success and enjoy making a tangible difference in an industry that’s long been resistant to change. 

We are looking for someone with availability to work 11AM-11PM 3 or 4 days a week.  Weekday and Weekend work will be required.

Skills & Qualifications

• High school diploma or equivalent, Associates degree or above is highly desired
• Experience in a customer service role, preferably in a contact center environment
• A passion for helping others and a willingness to go the extra mile in providing nothing
  less than exceptional service and a positive customer experience
• Strong organizational skills with attention to detail and accuracy
• Ability to multi-task and maneuver through various programs and applications while
  providing timely and superior service to customers
• Excellent verbal and written communication skills
• Working knowledge of G-Suite, including Gmail, Google Docs, Sheets, and Drive
• Ability to acquire new skills in a proficient manner
• Accept responsibility for actions when necessary and learn from mistakes.
• Ability to b