Customer Support Specialist

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Support Specialist to join our team.

Your Role at Batesville:

As a Support Specialist, you will be responsible for providing product, process, and basic technical support to customers using e-commerce platforms. Responsibilities include efficient problem identification and problem solving, as well as, managing multiple channels of communication with maintaining customer satisfaction and quality support. Initial responsibilities will also include building initial procedures, and system tools. Skill requirements include patient and helpful communication that ensure excellent overall customer experience.

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• The expected pay for this role is $20.00 to $25.00 per hour. Actual compensation within this range may be based on a variety of factors, including but not limited to qualifications, skills, experience, and location.   
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Assist business customers and end consumers with support for product usage including but not limited to, ecommerce-related inquiries via telephone, email, chat and/or online support database including customer product issues, process upgrade requests order tracking, cancellations, refunds, and payment issues.
• Provide compassionate and efficient support, ensuring smooth and empathetic resolutions to issues.
• Notify Sr. Support Specialist and/or developers regarding defects, enhancements, and follow-up to ensure fixes are received, tested and completed.
• Investigate and resolve transaction issues such as payment failures, duplicate charges, and incorrect billing details and handle product refunds, exchanges, or cancellations in accordance with company policies.
• Respond promptly to inquiries about shipping delays, incorrect deliveries, or missing orders.
• Maintain a comprehensive understanding of the product catalog and functionality, escalate complex issues to appropriate teams.
• Document all consumer interactions and resolutions in the company’s CRM or ticketing system.
• Monitor consumer feedback to identify recurring issues and suggest improvements.
• Collaborate with internal teams to address technical issues and conduct quality assurance checks on product listings.
• Stay informed about ecommerce and support policies and assist consumers with navigating the technology platforms.
• Other duties may be assigned.

What You’ll Bring:

• Bachelor’s degree (B.S. /B.A.) or equivalent from a college or university in Information Systems or related field; and a minimum of 1 - 2 years related technical support experience and/or training; or equivalent combination of education and experience with an emphasis in technical support.
• Ability to communicate effectively and empathetically with consumers, especially in emotionally sensitive situations.
• Ability to work as part of a highly collaborative team in a fast moving and quickly changing environment.
• Familiarity with CRM or ticketing systems and the ability to document consumer interactions accurately.
• Beginner analytical skills to investigate and resolve transaction issues, such as payment failures and incorrect billing.
• Proven experience in providing compassionate and efficient support, handling inquiries, and resolving issues related to orders, refunds, and cancellations.
• Conducting quality assurance checks on product listings, pricing, and availability to prevent errors.
• Ability to collaborate with Ecommerce and Development teams to address technical issues.
• Follow all policies, procedures, and maintain understanding of product availability to provide accurate support and identify when more complex issues arise for escalation.
• Assist consumers with navigating the technology platforms, including selecting products, completing orders, and applying discounts or promotional codes.
• Display patience and empathy when handling sensitive interactions with consumers, reflecting the professionalism of th