Customer Service Specialist

Overview:
We are seeking a Customer Service Specialist to support and enhance our customer experience programs. This role serves as a primary point of contact for customers, delivering responsive support and reliable program coordination. The ideal candidate thrives in a fast-paced environment, adapts quickly to changing priorities, and consistently delivers high-quality service with professionalism and empathy.

Work Environment:
On-site, Monday through Friday during standard business hours in Dearborn, MI.

Key Responsibilities

• Deliver a high-quality customer experience by anticipating needs and exceeding expectations. Manage inquiries via phone and email with professionalism, empathy, and efficiency.
• Provide day-to-day support across program initiatives, including scheduling, coordination, and operational tasks. Adjust priorities and shift between tasks as needed.
• Accurately document customer interactions and maintain up-to-date records in CRM systems to support continuity and issue resolution.
• Take ownership of resolving issues in real time using sound judgment and resourcefulness. Escalate or engage internal teams and vendors when necessary.
• Manage assigned responsibilities independently while maintaining strong communication and collaboration with team members and stakeholders.

Qualifications

• 1–3 years of relevant experience in customer support, hospitality, travel coordination, or a related field
• High school diploma or equivalent required; associate or bachelor’s degree preferred

Skills and Abilities

• Strong written and verbal communication skills
• Effective problem-solving skills with a customer-focused mindset
• Ability to manage multiple priorities with strong organization and attention to detail
• Ability to remain composed and effective in high-pressure or escalated situations
• Intermediate proficiency in Microsoft Excel
• Comfortable working across multiple systems; experience with CRM platforms, Smartsheet, or similar tools is a plus
• Ability to work independently while contributing to a team-oriented environment

Additional Information

• Full-time, on-site position
• Primarily standard business hours, with occasional weekend or after-hours support as needed