Communication Skills, Customer Escalations, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Detail Oriented, Digital Media, English Language, Entertainment and Media, Equipment Maintenance/Repair, Establish Priorities, Help Desk, Identify Issues, Mobile Applications, Online Chat, Podcasting, Presentation/Verbal Skills, Problem Solving Skills, Streaming Technology, Time Management, User Interface/Experience (UI/UX), Writing Skills
Philadelphia, Pennsylvania
Remote Customer Support Representative / Live Chat Agent
Job Overview
Audacy, a leading digital media company specialising in audio entertainment, is seeking a dedicated and professional Remote Customer Support Representative to join our team. As a key member of our support staff, you will be the first point of contact for our listeners, providing exceptional service primarily through live chat. You will play a crucial role in ensuring a seamless and positive user experience across our network of radio stations, podcasts, and digital platforms. This is a full-time, remote position, offering the flexibility to work from home while being part of a dynamic and innovative team. We are looking for a proactive individual with excellent communication skills and a passion for helping others.
This role offers a competitive salary of $27 - $40 USD per hour.
Key Responsibilities
- Respond promptly and professionally to customer enquiries via live chat, email, and other digital communication channels.
- Provide accurate and helpful information regarding Audacy’s products, services, and content.
- Troubleshoot and resolve technical issues related to streaming services, mobile applications, and website functionality.
- Efficiently manage and prioritise multiple customer conversations simultaneously.
- Document all customer interactions, issues, and resolutions accurately within our CRM system.
- Identify recurring customer issues and escalate complex problems to the appropriate internal teams for resolution.
- Gather customer feedback to help our product and content teams improve the overall user experience.
- Maintain a high level of customer satisfaction by demonstrating empathy, patience, and a deep understanding of our services.
Qualifications and Skills
- Proven experience in a customer support, helpdesk, or similar client-facing role, with a strong emphasis on written communication.
- Exceptional written and verbal communication skills in English, with a keen eye for detail and grammar.
- Demonstrable experience using live chat software and CRM systems.
- Strong problem-solving skills and the ability to think critically to find effective solutions for customers.
- The ability to work independently and manage your time effectively in a remote setting.
- A patient, empathetic, and customer-focused attitude.
- Familiarity with digital media, streaming services, or the audio entertainment industry is highly desirable.
- Proficiency with standard office software and the ability to learn new systems quickly.
Benefits
Audacy is committed to the well-being and growth of our employees. We offer a competitive salary and a supportive work environment where you can develop your skills and advance your career in the digital media industry. Join us and become part of a team that is passionate about delivering engaging audio experiences to listeners across the United States.