Customer Support Representative

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

📋 Description

• Manage both inbound and outbound customer communications through phone, email, and live chat.

• Deliver professional, empathetic, and precise support across all communication channels.

• Address product, process, and technical issues while ensuring high levels of customer satisfaction.

• Troubleshoot technical problems and guide customers through effective solutions.

• Provide comprehensive information about products or services, including specifications, features, and updates.

• Assist customers in navigating systems, platforms, or services to enhance their experience.

• Respond to customer inquiries or concerns regarding compliance, training, and requirements pertinent to our company's operations.

• Oversee all intricate contractor name changes and account mergers.

• Monitor customer inquiries and feedback to detect trends and identify opportunities for improvement.

• Actively track customer health and escalate risks when necessary.

• Promote product utilization by sharing best practices and optimization techniques.

• Collaborate with internal teams to address escalations and enhance the overall customer experience.

• Accurately log all customer interactions in Salesforce (or CRM).

• Maintain detailed case notes, follow-up actions, and resolution tracking.

• Provide insights to enhance processes, knowledge bases, and support workflows.

⛳️ Requirements

• High School Diploma or GED is mandatory.

• Minimum of 1 year of experience in customer service or customer support (preferably in a call center or SaaS environment).

• Typing speed of 40+ words per minute.

• Proficient in Microsoft Office applications.

• Familiarity with Salesforce or a CRM system is preferred.

🏝️ Benefits

• Fully paid medical and dental insurance for employees.

• Monthly contributions to Health Savings Accounts.

• A 401(k) match that is immediately fully vested.

• Exceptional time off benefits.

• Paid time off for volunteer activities.

• Opportunity for remote work.