Customer Support Specialist

About the Company

Point of Rental is a global organization with teams in the United States, the United Kingdom, and Australia. The company describes its workplace as close-knit and family-run, with limited meetings, real opportunities to connect, and a strong focus on helping employees grow into the roles they want to excel in. It was recognized as one of Inc. 500’s Best Places to Work in 2024.

About the Role

The company is looking for an energetic and customer-focused professional to join its support team. In this position, you will support small and medium-sized business owners who use Point of Rental software. The goal of the role is to create an outstanding service experience, serve as the main voice of the company for customers, and work with internal teams to help resolve issues and keep customers satisfied.

Key Responsibilities

• Serve as the first contact point for customers across phone, email, and chat.
• Handle customer requests for help in a timely and professional manner.
• Use product knowledge and support guidelines to solve routine issues within established standards.
• Deliver a strong service experience through clear communication, prompt follow-up, and customer advocacy within the support function and across other departments.
• Maintain timely communication with customers until issues are addressed.
• Record complete and accurate notes about customer cases and reported problems.
• Assess incoming issues, prioritize them, and direct them to the correct team or resource for resolution.

Required Skills and Qualifications

• Strong customer service mindset.
• Ability to work well as part of a team.
• Clear verbal and written communication skills.
• Good time management and problem-solving ability.
• Strong attention to detail and the ability to capture complete case information.
• Good listening skills and the ability to understand the real concern behind a request.
• Ability to show empathy and relate to customers.
• Confidence in guiding customers to the right person or team for help.
• Strong composure in tense situations and the ability to stay calm under pressure.
• Ability to manage multiple support channels such as phone, live chat, and email while keeping communication professional.
• Project management ability, technical aptitude, and analytical thinking are considered a plus.

Compensation and Benefits

• Full-time exempt position.
• Base salary plus benefits.
• Medical, dental, and vision coverage.
• 120 hours of paid time off.
• 100% 401(k) match up to 4%.
• Daytime weekday schedule, Monday through Friday.
• Open to onsite, hybrid, and remote work arrangements.

Equal Opportunity Statement

Point of Rental is an equal opportunity employer and does not discriminate in hiring or employment based on race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, or any other protected characteristic under applicable federal, state, or local law. The company also provides reasonable accommodations for individuals with disabilities. Candidates who need special arrangements may contact Human Resources.