Customer Solutions Specialist

Location: Alpharetta, GA, United States

Salary: $25 USD per hour

Company

hirify.global develops technology solutions across home appliances, media entertainment, vehicle solutions, and eco solutions, with a global presence and a focus on customer-value creation and people-oriented management.

What you will do

• Respond to customer and partner inquiries and manage cases from initial contact through resolution.
• Research order, parts, warranty, return, shipment, account, and process-related questions using approved systems.
• Develop and maintain customer-focused procedures, standard work, knowledge articles, and FAQs.
• Convert complex internal information into clear customer-facing content and organize it for self-service.
• Coordinate escalations and collaborate with Sales, Operations, Parts, Warranty, Logistics, Technical Support, and other teams.
• Identify recurring contact drivers, documentation gaps, and process breakdowns while supporting service-level, quality, productivity, case-aging, and customer-experience objectives.

Requirements

• High school diploma or equivalent; an associate or bachelor's degree is preferred.
• Experience in customer service, customer solutions, call center, order management, technical support, or a related environment.
• Strong written and verbal communication skills, with the ability to explain information clearly to internal and external audiences.
• Demonstrated attention to detail and ability to maintain accurate records and documentation.
• Ability to prioritize multiple cases, meet deadlines, and work effectively across functions.
• Proficiency with Microsoft 365 applications and experience using CRM, case-management, knowledge-management, ERP, or similar business systems.
• Ability to quickly learn products, policies, processes, and systems.

Nice to have

• Experience creating standard operating procedures, knowledge articles, FAQs, training materials, or customer-facing documentation.
• Experience with Salesforce or a comparable CRM and case-management platform.
• Experience supporting parts, warranty, orders, logistics, returns, distributors, contractors, or business-to-business customers.
• Familiarity with approved generative AI tools for business writing, knowledge development, or process improvement.

Culture & Benefits

• Full-time benefits include medical, dental, vision, prescription, life, and disability insurance, with no-cost employee premiums for eligible coverage.
• 401(k) plan with immediate vesting and company matching contributions.
• Paid time off, company holidays, paid sick and vacation time, and paid parental leave.
• Short-term performance incentives, mental health resources, and personal fitness incentives.
• Family-oriented support benefits are available for families raising children with learning, social, behavioral, or developmental disabilities.
• Temporary or contract workers may receive relevant benefits through partner agencies.