Customer Support Associate

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

📋 Description

• Respond to incoming calls, chats, and emails while adhering to established processes and service-level objectives.

• Gather and verify client information utilizing Five9, ServiceNow, and other software applications.

• Provide assistance to clients employing professional communication etiquette and strong listening skills.

• Create a secure and reliable environment for clients through both scripted and unscripted interactions.

• Address client inquiries and educate them on self-service solutions.

• Patiently and supportively de-escalate situations involving dissatisfied clients.

• Effectively navigate multiple applications using dual monitors.

• Ensure accurate and current documentation is maintained.

• Achieve the goals and objectives set forth by management.

• Uphold the confidentiality of client information.

• Deliver outstanding customer service.

• Refer issues to management as necessary.

• Adhere to the Employee Handbook, Employee Code of Conduct, Work from Home Requirements, and Call Center Guidelines.

• Engage in the Corporate Compliance Program.

• Assist with projects assigned by management.

• Consistently follow the established work schedule.

⛳️ Requirements

• High School Diploma or GED is required.

• An Associate’s Degree or Bachelor’s degree is preferred.

• At least three years of customer service experience in a call center environment.

• A minimum of one year of remote work experience.

• Wired high-speed internet connection with a download speed of at least 100 Mbps and an upload speed of at least 20 Mbps.

• Availability to work Monday to Friday, from 8:30 a.m. to 5 p.m. EST or 10 a.m. to 6:30 p.m.

• Proficiency in using Five9, ServiceNow, and other relevant applications.

• Capability to operate dual monitors effectively.

• Ability to maintain the confidentiality of client information.

• Capacity to perform essential functions with or without reasonable accommodation.

🏝️ Benefits

• 401k

• PTO

• Medical, dental, and vision benefits

• Tuition reimbursement

• Employee Assistance Program

• Flexible-spending and health-savings accounts

• Extended illness bank package available for full-time employees

• Coverage for life, accident, critical injury, short- and long-term disability, and identity theft

• Loan assistance

• 401(k) matching

• Support for mental, physical, and financial wellness

• Opportunities for professional development and career growth