Customer Support Specialist

Customer Support Specialist

Company: Soundview Communication

Location: Norcross, Georgia

Job Type: Full-Time

Schedule: Monday–Friday shift scheduled between 8:00 a.m. and 9:00 p.m.

About Soundview Communication

Soundview Communication has been in the health and wellness industry for more than 30 years and operates three distinct brands serving customers across supplements, skincare, and health education. Advanced Bionutritionals, our largest brand, offers science-backed nutritional supplements; Systeme 41 provides naturally inspired skincare products; and Second Opinion publishes trusted health information and educational resources. While each brand serves customers in a different way, they share our commitment to quality, education, and exceptional customer care.

Learn more about our brands at:

• AdvancedBionutritionals.com
• Systeme41.com
• SecondOpinionNewsletter.com

Position Overview

We are seeking a dependable, customer-focused Customer Support Specialist to join our team. In this role, you will serve as a key point of contact for customers, providing prompt, professional, and empathetic assistance by phone, live chat, and email.

You will help customers with product questions, order placement, delivery updates, returns, account changes, and general concerns. This role also includes administrative responsibilities such as processing direct-mail orders, entering customer information, balancing daily deposit records, and maintaining accurate documentation.

The ideal candidate communicates clearly, pays close attention to detail, remains patient when resolving concerns, and can manage multiple responsibilities in a fast-paced environment.

Key Responsibilities

• Provide timely, professional, and empathetic customer support by phone, live chat, and email.
• Assist customers with product questions, order placement, tracking, account updates, cancellations, returns, refunds, and exchanges.
• Troubleshoot concerns, identify appropriate solutions, complete necessary follow-up, and escalate complex or sensitive matters when needed.
• Maintain strong knowledge of our products, policies, and promotions to provide accurate information and make appropriate product recommendations.
• Use customer service and sales skills to identify relevant upsell and cross-sell opportunities while keeping the customer’s needs first.
• Accurately document customer interactions, order activity, feedback, and resolutions in company systems.
• Process direct-mail orders, including sorting incoming mail, entering orders, recording check and cash payments, and balancing daily deposit reports.
• Process approved returns and refunds, update customer and mailing information, and complete other assigned administrative tasks.
• Communicate recurring customer concerns, product questions, and service trends to leadership.
• Meet established expectations for service quality, accuracy, productivity, attendance, response time, resolution time, and customer satisfaction.

Qualifications

• High school diploma, GED, or equivalent.
• At least one year of experience in customer service, customer support, a contact center, order processing, or a related role is preferred.
• Excellent verbal and written communication skills, with professional fluency in English.
• Strong attention to detail, data-entry accuracy, and organizational skills.
• Ability to manage customer contacts across phone, live chat, and email while balancing administrative responsibilities.
• Strong problem-solving skills and a patient, proactive approach to resolving customer concerns.
• Proficiency with Microsoft Outlook, Word, Excel, and Windows-based systems.
• Familiarity with CRM platforms, order-management systems, live-chat software, or contact-center phone systems is a plus.
• Ability to learn new systems, procedures, and product information quickly while maintaining the confidentiality of customer and payment information.
• Experience with 10-key entry, payment processing, deposits, or daily balancing is a plus.
• An interest in health, wellness, nutrition, or natural products is highly desirable.

Schedule and Work Location

• This is a full-time position based at our Norcross, Georgia office, conveniently located near Indian Trail Road and I-85.
• The position will be fully on-site during the training period.
• Following successful completion of training, employees may be eligible for a hybrid schedule when volume and business needs permit. Hybrid work is not guaranteed and may be adjusted based on operational needs.
• Candidates must be available to work an eight-hour shift scheduled between 8:00 a.m. and 9:00 p.m., Monday through Friday.
• Reliable and consistent attendance is required.
• Candidates must be able to commute reliably to the Norcross office.

Benefits

Eligible full-time employees receive access to company benefits, including:

• Health insurance
• Dental insurance
• 401(k)
• 401(k) matching

Additional information regarding compensation, benefits, and eligibility will be provided during the hiring process.

What We Value

We are looking for someone who takes pride in delivering excellent service and treating every customer with patience, professionalism, and respect. The right candidate will be dependable, attentive to detail, comfortable balancing customer interactions with administrative responsibilities, and eager to contribute to a collaborative team.

Pay

$18.00 - $20.00 per hour

Expected hours

32.0 – 40.0 per week

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Work from home

Work Location

Hybrid remote in Norcross, GA 30003