customer support specialist

We are looking for personable, friendly individuals who have a passion to serve. Our virtual environment services various industries and clients. We provide our clients the luxury of top notch customer interactions and documentation. A successful candidate will be able to use a multi-line phone system and standardized guidelines to effectively solve customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities:

• Answer incoming customer calls and respond to inquiries, and service requests.
• Communicate professionally and with personality.
• Identify and assess customers' needs to achieve resolution and customer satisfaction.
• Provide accurate and timely information about products, services, policies, and procedures.
• Handle and resolve customer complaints or escalate issues as necessary.
• Seek opportunities to make meaningful connections with customers and callers. Wow them!
• Maintain accuracy, mindfulness, and a strong attention to detail in written communication. 
• Precisely and consistently follow call-handling instructions on every call. Provide detailed, accurate notes and messages from callers, and take ownership of mistakes when they happen.
• Collaborate with team members and other departments to resolve customer issues.
• Meet individual and team performance targets, such as call handling time, customer satisfaction ratings, and productivity metrics.
• Continuously develop product knowledge and stay updated on industry trends and best practices.
• Any other administrative assignments as requested

Requirements:

• Must reside in either Eastern or Central Time Zones. 
• High school diploma or equivalent; additional education or certifications in customer service or related fields are a plus.
• We work in the Zoom environment during work hours. 
• Proven experience in a customer service or call center role.
• Excellent communication skills, both verbal and written.
• Active listening and problem-solving abilities.
• Strong interpersonal skills and the ability to build rapport with customers.
• Proficiency in using call center software, CRM systems, and other relevant tools.
• Ability to adapt to various customer personalities and handle challenging situations effectively with empathy and professionalism.
• Adherence to a set schedule and break times with the flexibility to work extra hours or a modified schedule to meet business needs. 

Work from Home Requirements:

• Desktop Computer or Laptop, Dual Headset USB connected, External Keyboard, mouse, ring light.
• Dedicated work space - 100% silent environment, free from all distractions
• Safe & Secure Location, No one can see your screens, keyboards or work documents and area is located where no one can overhear your conversations
• Home Internet service must be stable and meet upload and download requirements. 

New hires must successfully complete training and demonstrate proficiency in the material to progress through the probation period. Continued employment will be determined by reviewing performance, attitude, and commitment to excellence.