Customer Support Representative

Customer Support Representative – Gen

About the Role:
Your primary responsibilities will include serving as the first point of contact for our customers, offering exceptional support, and building strong relationships. You will answer product and service inquiries, troubleshoot issues, resolve complaints, and handle escalations. In addition, you will support lead generation, process sales orders, and contribute to continuous improvements in customer experience.

• Serve as the front-line company representative, maintaining professionalism and a positive attitude.
• Provide exceptional service that exceeds customer expectations, ensuring every interaction is handled with care and attention to detail.
• Build strong customer relationships by actively listening, asking clarifying questions, and tailoring responses to meet individual needs.
• Navigate multiple systems quickly and efficiently, troubleshooting customer issues and providing accurate, timely solutions.
• Demonstrate empathy, compassion, and professionalism, ensuring each customer feels valued and understood.
• Consistently speak positively about the company and its services, fostering trust and satisfaction with customers.
• Use effective communication skills to address customer inquiries, ensuring responses are clear and effective.
• Leverage problem‑solving and decision‑making skills to provide immediate solutions and resolve issues without escalation.
• Maintain up‑to‑date knowledge of products, services, and industry trends to effectively handle customer concerns and questions.
• Offer feedback to management regarding customer sentiments, patterns, and suggestions for improving service and processes.
• Ensure all tasks and follow‑up actions are managed accurately and promptly, demonstrating strong organizational skills.
• Monitor customer interactions for potential areas of improvement, providing regular updates to the team and manager on any challenges or risks.
• Multi‑task and manage multiple conversations simultaneously across phone, chat, and other platforms.
• Work with a high degree of efficiency, handling a fast‑paced workload while maintaining quality customer interactions.
• Track and manage a variety of customer details, ensuring no requests or issues are overlooked.
• Collaborate with the Manager and team to identify and resolve any potential issues that could affect customer satisfaction or lead to errors.

• High school diploma or equivalent (or higher).
• Preferred 2+ years of experience in customer service.
• Strong communication, critical thinking, and time‑management skills.
• Ability to multi‑task across multiple systems and manage calls efficiently.
• Active listening skills, with the ability to adapt responses based on customer needs.
• Proficiency in Microsoft Office Suite and CRM tools.
• Strong customer service, analytical, and decision‑making abilities.
• Ability to work effectively in a fast‑paced environment.
• Organized, with the ability to track and follow up on multiple tasks accurately and on time.
• Comfortable managing multiple conversations simultaneously (phone and chat).
• Solid computer and web browsing skills.
• Understanding of internet search technologies.
• Basic math skills.
• Minimum typing speed of 45 words per minute with accuracy.
• Ability to interact professionally with employees at all levels and people from diverse backgrounds.

Equal‑Opportunity Employment Statement: Gen is proud to be an equal‑opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds.

We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.