Customer Support Specialist

Remote

737

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Support Specialist to join our team.

Your Role at Batesville:

As a Support Specialist, you will be responsible for providing product, process, and basic technical support to customers using e-commerce platforms. Responsibilities include efficient problem identification and problem solving, as well as, managing multiple channels of communication with maintaining customer satisfaction and quality support. Initial responsibilities will also include building initial procedures, and system tools. Skill requirements include patient and helpful communication that ensure excellent overall customer experience.

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• The expected pay for this role is $20.00 to $25.00 per hour. Actual compensation within this range may be based on a variety of factors, including but not limited to qualifications, skills, experience, and location.   
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Assist business customers and end consumers with support for product usage including but not limited to, ecommerce-related inquiries via telephone, email, chat and/or online support database including customer product issues, process upgrade requests order tracking, cancellations, refunds, and payment issues.
• Provide compassionate and efficient support, ensuring smooth and empathetic resolutions to issues.
• Notify Sr. Support Specialist and/or developers regarding defects, enhancements, and follow-up to ensure fixes are received, tested and completed.
• Investigate and resolve transaction issues such as payment failures, duplicate charges, and incorrect billing details and handle product refunds, exchanges, or cancellations in accordance with company policies.
• Respond promptly to inquiries about shipping delays, incorrect deliveries, or missing orders.
• Maintain a comprehensive understanding of the product catalog and functionality, escalate complex issues to appropriate teams.
• Document all consumer interactions and resolutions in the company’s CRM or ticketing system.
• Monitor consumer feedback to identify recurring issues and suggest improvements.
• Collaborate with internal teams to address technical issues and conduct quality assurance checks on product listings.
• Stay informed about ecommerce and support policies and assist consumers with navigating the technology platforms.
• Other duties may be assigned.

What You’ll Bring:

• Bachelor’s degree (B.S. /B.A.) or equivalent from a college or university in Information Systems or related field; and a minimum of 1 - 2 years related technical support experience and/or training; or equivalent combination of education and experience with an emphasis in technical support.
• Ability to communicate effectively and empathetically with consumers, especially in emotionally sensitive situations.
• Ability to work as part of a highly collaborative team in a fast moving and quickly changing environment.
• Familiarity with CRM or ticketing systems and the ability to document consumer interactions accurately.
• Beginner analytical skills to investigate and resolve transaction issues, such as payment failures and incorrect billing.
• Proven experience in providing compassionate and efficient support, handling inquiries, and resolving issues related to orders, refunds, and cancellations.
• Conducting quality assurance checks on product listings, pricing, and availability to prevent errors.
• Ability to collaborate with Ecommerce and Development teams to address technical issues.
• Follow all policies, procedures, and maintain understanding of product availability to provide accurate support and identify when more complex issues arise for escalation.
• Assist consumers with navigating the technology platforms, including selecting products, completing orders, and applying discounts or promotional codes.
• Display patience and empathy when handling sensitive interactions with consumers, reflecting the professionalism of the death care industry.
• Experience with creating knowledge databases and canned responses for Agent Assist and other contact systems to improve efficiency is a plus.

Nice to Haves:

• Previous experience working in a remote setting.

Physical Requirements: 

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances.  

Join the Batesville family and apply today! 

Who We Are: 

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service, and innovation. For more than 115 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love.® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions. 

At Batesville, our associates are our strongest asset. We strive to attract, hire, and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

• Individual worth and integrity
• Excellence in execution
• Spirit of continuous learning and improvement
• Courage
• Customer focus and partnership

What Sets Us Apart: 

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be. 

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are numerous opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement. 

Putting customers first: We value the funeral professional’s role in serving families and are committed to doing our part to ensure their success. 

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. We provide numerous engagement activities to bring people together across the organization. 

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need. *These services are not available at all Batesville locations.  

DISCLAIMER: The above information in this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.

At Batesville, we strive to build a diverse workforce through equal-opportunity employment that embraces and leverages the differences each individual has to offer. We are an Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.