Customer Relations Specialist - REMOTE OPTION

Who we are:

Globalstar pioneered personal safety by introducing its SPOT Satellite GPS Messenger in 2007. Today, leveraging its low-earth orbit (LEO) satellite constellation, Globalstar reliably connects and protects assets, transmits key operational data, and saves lives – from any location – for consumers, industrial companies and government agencies in over 120 countries. With a portfolio that includes SPOT GPS messengers, next-generation IoT products and modems, and cloud-based telematics solutions, Globalstar’s cost effective satellite-powered innovations give users visibility and intelligence for improving safety and operational efficiencies.

What we offer:

• Work/Life Balance:  Paid Time Off, Paid Holidays
• Financial Benefits:  401(k) Plan with Company Match, Employee Stock Purchase Program, Voluntary and Company Paid Group Life Insurance, Short- and Long-Term Disability Insurance, Medical FSA, Dependent Care, Competitive Salaries
• Health & Wellness:  Health Insurance, Dental Insurance, Vision Insurance, Employee Assistance Program, Comprehensive and Interactive Wellness Program

Job Summary: 

The Customer Relations Specialist is responsible for providing exceptional service to customers by handling inquiries, resolving complaints, and offering solutions in a timely and professional manner. This role involves direct communication with customers via phone, email, chat, or other channels, while adhering to company policies and maintaining a high standard of customer satisfaction. The Customer Service Specialist is also responsible for maintaining accurate records of customer interactions and ensuring that all issues are resolved to the customer's satisfaction.

Supervisory Responsibilities:

• This role does not have direct supervisory responsibilities but may act as a mentor or provide guidance to junior customer service agents when necessary.

Duties/Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Resolve product or service issues by clarifying customer complaints, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the company’s CRM system.
• Collaborate with other departments, such as sales, technical support, and billing, to resolve customer issues efficiently.
• Identify opportunities for upselling or cross-selling products and services during customer interactions.
• Provide customers with accurate information regarding products, services, pricing, and policies.
• Escalate unresolved issues to higher-level support or management when necessary.
• Proactively suggest improvements to processes and policies based on customer feedback and observations.
• Stay up to date on product knowledge, company services, and industry trends to better assist customers.
• Maintain a high level of professionalism and empathy when interacting with customers, even in challenging situations.
• Meet or exceed performance targets, such as customer satisfaction scores, call resolution times, and response rates.
• Assist with training and/or mentoring junior agents or new hires.

Skills and Competencies:

• Communication: Excellent verbal and written communication skills, with the ability to convey information clearly and professionally to a variety of audiences
• Customer Focus: Strong dedication to providing excellent customer service and maintaining customer satisfaction
• Problem-Solving: Ability to think critically, analyze problems, and offer creative solutions to customer issues
• Empathy: Ability to understand and relate to customers’ needs, providing a personal touch to customer interactions
• Attention to Detail: Ensure accuracy in customer records and product or service information provided to customers
• Multitasking: Capable of handling multiple customer inquiries and tasks simultaneously without sacrificing quality
• Time Management: Strong organizational skills with the ability to prioritize tasks effectively and meet deadlines
• Patience: Ability to remain calm and composed when dealing with difficult customers or high-pressure situations
• Teamwork: Ability to work collaboratively with colleagues across different departments to resolve issues and improve the customer experience

Education, Experience, and Licenses/Certifications:

• High School Diploma or GED-equivalent
• 2+ years call center experience

Physical Requirements:

• Willingness and ability to work after regularly scheduled hours as needed
• Ability to sit at a desk for prolonged periods working on a computer (4 to 8 hours)
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job

Marginal Functions:

A review of this job description may have omitted some of the marginal functions of the position that are incidental to the performance of the job duties and responsibilities.  This job description, in no way, states or implies that these are the only duties and/or responsibilities to be performed by the employee in this position.  The employee in this position will be required to follow any other job-related instructions and to perform any other job-related duties requested by his/her supervisor.