Customer Service Representative

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Answer both inbound and outbound calls while ensuring clear and professional communication to address customer inquiries or concerns.

• Assist customers with their reservations, ticketing, permits, and other services, adhering to established protocols.

• Redirect customers to the appropriate departments when necessary.

• Seek assistance from management for complex issues or escalations.

• Accurately document customer interactions in line with company standards.

• Ensure customer accounts and system information are updated precisely.

• Achieve individual KPIs and contribute to the department's customer service objectives.

• Comply with company policies, procedures, and performance expectations.

• Complete required training and coaching within designated timeframes.

• Maintain communication with leadership and team members during shifts for effective work handoff.

• Foster a positive team environment and support departmental goals.

• Undertake additional responsibilities as assigned to assist the contact center.

⛳️ Requirements

• Candidates must be legally authorized to work in the United States.

• Aspira is unable to sponsor or assume sponsorship of employment visas, now or in the future.

• Excellent customer service skills characterized by a professional and composed demeanor.

• Ability to listen attentively, show empathy, and respond effectively to customer needs.

• Capacity to build rapport with customers through friendly and professional exchanges.

• Proficient in following scripts and documenting customer interactions accurately.

• Demonstrate ownership and accountability in providing exceptional service.

• Strong verbal and written communication skills with keen attention to detail.

• High School Diploma or equivalent qualification.

• Minimum of 1 year of inbound contact center experience.

• At least 2 years of customer-facing experience in a service-oriented role.

• Proficient in Microsoft Office Suite (Word, Outlook, Excel, PowerPoint).

• Typing speed of 50+ words per minute.

• Familiarity with telecommunication tools, chat, and SMS.

• General internet skills and proficiency in utilizing various online tools.

• Availability for a flexible schedule, including evening or weekend hours.

• Experience with contact center software such as Amazon Connect or Verint is advantageous.

🏝️ Benefits

• Fully remote work arrangement.

• Part-time schedule of approximately 29 hours per week.

• Required training and coaching provided.