Customer Service Specialist

General Purpose

Support Specialist reports to the Customer Service Coordinator and plays an integral role in daily service to our customers. Once a client is actively using the Muni-Link cloud based software, they will submit questions by email and phone, to be answered by the support staff. The Customer Service Support Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction.


Key Objectives

· Be patient, courteous and respectful at all times, to empower and encourage customers

· Answer calls / emails about functionality of Muni-Link Software

· Give clear and concise direction to customers on how to use software components

· Troubleshoot / to effectively be able to comprehend the issue described by the customer and consider the functionality to determine the source of the issue

· Record and report calls/ actions and results


Additional Responsibilities

· Help maintain feature Requests – when customers discuss possible new features they would like record, keep notes and report for future development

· Maneuver efficiently through Microsoft Applications – Excel and Word.

· Understand, maintain and support outside vendor software interfaces in Muni-link

· Keep Customer records updated – phone , emails , employee contacts

· Prioritize customer issues to Team Lead, when needed

· Other customer service tasks, as assigned



· An Associate’s degree (2 year degree) or Min 3 years customer service experience

· Demonstrated understanding of working with software/technology

· General business / financial concepts

· Basic understanding and ability to use Microsoft business applications – Word and Excel



· Exemplary verbal and written communication skills

· Organized

· Strong Interpersonal and External personal skills (Communication skills)

· Client-oriented

· Attention to detail

· Basic computer skills (typing on a keyboard)


Core Values

· Honesty and integrity

· Positive attitude and enthusiasm

· Balance

· Creativity

· Determination and teamwork


Performance Measures

· Customer Satisfaction (generated from feedback forms, emails, etc.)

· Organizational Skills (Preparation, follow-up, etc.)

· Creativity and input into new product ideas

· Productivity

· Call Volume and resolution turnaround


Time, Attendance, and Physical Requirements

· Office hours are Monday – Friday, 8:00am – 5:00pm; however, it is feasible that this position would train clients in other time zones, so other office hours may apply.