Polywood - Onsite Customer Support Specialist II (Greensboro)

Greensboro, NC

Full Time

Customer Support

Mid Level

Role Details

Type of Support: Omnichannel (Voice, Chat, Messaging)
Contract Duration: Full-time
Work Schedule: Training - 8:00 am - 5:00 pm ET Monday - Friday | Production - Between 8:00 AM - 9:00 PM ET (Saturday : 8:00 AM - 5:00 PM ET)
Work Type and Location: In Office, Greensboro
Expected Start Date: ASAP

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

The Role

PartnerHero is looking for ambitious individuals with a passion for providing great customer service to join our specialty Customer Support team supporting one of our amazing clients. In this role, you will be based in our contact center in Greensboro, NC.

If you are inspired by innovation, continuous improvement, solid growth, and a genuine, forward-thinking culture, this could be the opportunity for you. In this role, you will be helping families and communities connect to the great outdoors. You could be providing support on a variety of topics including product questions, order and delivery, billing, etc.

You’ll interact through email, chat, and phone, delivering helpful solutions and service to ensure all customers have a great experience.

And we will train you! You will start your customer support journey with us going through a thoughtful and comprehensive training so that you are ready to begin your customer interaction. Training schedule is Monday through Friday from 8am - 5pm ET. Work schedule and shift will be Monday through Friday between the hours of 8am and 5pm ET. You will have a 9-hour shift which will include a 1-hour lunch and breaks. This role is based in our Greensboro office (27409).

What you’ll do:

Provide a high-standard of solution-oriented support to customers through email, chat, and voice (outbound calls).
Communicate with customers to identify their needs, process requests, escalate complaints, and provide helpful solutions that ensure they have great customer service experience.
Analyze recurring customer issues and document accordingly.
Refer to premade scripts for a variety of customer service topics.
Perform other customer support functions as needed.

What we expect from you:

Up to 2 years of customer service experience with some experience providing product support.
Passion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations.
Ability to thrive in a dynamic and evolving environment - must be adaptable.
Strong problem-solving skills with the ability to ask probing questions to come to a resolution.
Metrics-driven and proven ability to handle a high volume of customer interactions.
Strong conflict resolution skills and even temperament in challenging situations.
Strong computer navigation skills and PC knowledge.

What you’ll get in return:

Full-time employment
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Paid Sabbatical Leave
Training opportunities provided by PartnerHero and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

Care for others - Cooperate, empathize, and seek opportunities to put each other first.
Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
Take ownership - Doing the right thing should come naturally.
Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

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This role is in office 5 days a week in Greensboro. Do you reside in Greensboro, NC or the surrounding areas and are you a commutable distance from 27409?*

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We value the privacy and confidentiality of our recruitment process. By participating in the recruitment process, candidates agree to the following:

*Confidentiality of Process: All information, including interview details, assessments, discussions, and any proprietary company information shared during the recruitment process, must remain confidential and must not be disclosed to any third parties without prior written consent.
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