Remote Email Support Specialist

Job Overview

Reliable Forklift Sales is a leading distributor of machinery and equipment, specialising in the sales, rentals, and service of forklifts and material handling products. Serving a diverse range of industries across North America, we are known for our exceptional customer support and comprehensive equipment offerings. We are currently seeking a diligent and customer-focused Remote Email Support Specialist to join our growing team. This is a full-time, remote position where you will be the primary point of contact for our customers, delivering outstanding support and solutions through email communication. The ideal candidate is an excellent writer with a passion for problem-solving and ensuring a positive customer experience.

Key Responsibilities
* Respond to customer enquiries via email in a professional, clear, and timely manner.
* Provide accurate information regarding products, services, sales, and rentals.
* Effectively troubleshoot and resolve customer issues, aiming for a high rate of first-contact resolution.
* Maintain detailed and accurate records of all customer interactions within our CRM system.
* Escalate complex issues to senior team members or other departments as required, ensuring a seamless handover.
* Collaborate with the sales and service teams to provide comprehensive solutions for our customers.
* Contribute to the continuous improvement of our support processes and documentation.

Qualifications
* Proven experience in a customer support role, with a strong emphasis on email-based communication.
* Exceptional written communication and interpersonal skills, with a keen eye for detail.
* Strong problem-solving abilities and a logical, methodical approach to troubleshooting.
* The ability to work independently and manage your time effectively in a remote setting.
* Proficiency with helpdesk software and CRM systems is highly desirable.
* A patient, empathetic, and professional attitude towards all customer interactions.
* An interest in or prior experience with industrial machinery or material handling equipment would be an advantage.

What We Offer
* Employment Type: Full-Time
* Location: Remote (Based in Los Angeles, California, United States)
* Salary: A competitive hourly rate of $18 - $27 USD, dependent on experience.