Customer Support Representative (Remote)

The Customer Service Representative is a key member of our team and is responsible for providing exceptional customer service in fielding inbound questions, inquiries and/or information. This position will be responsible for managing customer contacts via one or more communication channels such as email, phone and/or chat. 

This role requires strong listening skills as well as effective verbal and written communication skills and communication skills, answers questions, and has the ability to troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution. This position requires, a positive and solutions-oriented attitude, and the ability to effectively utilize a computer and headset. 

• Strong attendance habits

• Friendly and professional phone etiquette, expressing gratitude for customer participation

• Demonstrate excellent verbal and written communication

• Answer questions and resolve issues based on phone calls, emails, internet inquiries from members, clients and others, while maintaining consistent quality

• De-escalate customer issues and provide step-by-step solutions via phone, email and chat

• Accurately process and record call transactions using a computer and designated tracking software and update customer information, ensuring data integrity

• Educate customers on applicable self-service options

• Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time

• Assist in preparation of daily, weekly or monthly reports

• Serve as a resource and effectively interact with all team members in order to resolve customers’ needs

• Special projects and other duties as assigned

Experience and Skills

•  High school diploma or GED required

• Open availability

• One (1) or more years of customer service preferred

• Eager to continue to grow and develop skills and talents

• Prior call center experience preferred

• Strong verbal and written communication, including grammar and a 35 WPM typing speed minimum

• Strong organizational skills with the ability to multi-task

• Learn and navigate software and computer use

• Pass several skills tests

• Adaptable to an ever-changing environment

• Ability to use a computer and headset