We are looking for a customer support agent who will assist customers with any issues or complaints they may have and do so with kindness, professionalism, and efficiency.

The ideal candidate is extremely patient, empathetic, and passionately communicative. They love to help people and they are excellent problem solvers. We want someone who knows how to be empathetic and put themselves in the shoes of the customer and advocates for them when necessary.

Our customer support agent will investigate if they don’t have enough information to resolve customer complaints. This may include going to different departments and asking questions of department heads and even looking for files.

The objective is to ensure excellent customer service standards, respond efficiently to customer inquiries/complaints and maintain high customer satisfaction.

Responsibilities include:

• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Requirements

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school degree
• Bi-lingual (English & Spanish)
• Must be savvy with spreadsheets