Customer Support Specialist

About DrBalcony

Welcome to DrBalcony – a trusted name in Inspection innovation. Since our establishment in 2021, we’ve been committed to bridging the gap between property owners and skilled Inspectors. With a focus on precision, technology, and trust, DrBalcony is where projects take flight, making California balconies safer with the expertise of over 4000 inspections.

We are looking for a detail-oriented and customer-focused Customer Support Specialist to serve as a key point of contact for our clients. This fully remote role is responsible for handling inbound and outbound communications, resolving customer issues, and ensuring requests are routed efficiently to the appropriate teams. The ideal candidate is organized, communicative, and committed to delivering a positive customer experience while working in a remote environment.

Key Responsibilities

• Answer incoming calls and route them to the appropriate department (Sales, Scheduling, Collections, Design/Permits)
• Return missed calls and voicemails in a timely manner
• Provide accurate inspection report status updates to clients upon request
• Conduct invoice outreach, including outbound payment calls and escalation to collections when necessary
• Assist clients in understanding reports when designs are not required
• Direct clients to their Account Manager for detailed report reviews when designs are required
• Serve as the primary point of contact for customer inquiries, complaints, and support cases
• Resolve customer issues when possible, ensuring a high level of customer satisfaction
• Manage and monitor cases in Salesforce, ensuring they are assigned and routed correctly
• Actively work on customer service-related cases and follow through to resolution
• Escalate cases appropriately when additional support or intervention is needed

Qualifications

• 2+ years of customer service or call center experience
• Fluent and confident in English (both verbal and written)
• Excellent phone etiquette and interpersonal skills
• Ability to multitask and manage a high volume of calls and cases
• Experience working in a remote environment preferred
• Experience with CRM systems (Salesforce preferred)
• Strong problem-solving skills and attention to detail
• Ability to remain calm and professional in high-pressure or escalated situations
• Team-oriented with a proactive approach to supporting clients and internal teams

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