Customer Support Representative

This is a fully remote position, open to applicants in Alabama, +21 more states.

📋 Description

• Assist customers with inquiries regarding memberships and manage their accounts.

• Adhere to approved client scripts to present retention offers and endeavor to retain memberships prior to processing cancellations.

• Process cancellation requests utilizing one of two CRM systems based on the customer's geographic location.

• Navigate multiple CRM systems to examine account history, transactions, and past actions.

• Update customer information and ensure accurate maintenance of account records.

• Complete and submit claim forms to the appropriate departments.

• Create and oversee family membership plans.

• Schedule services for customers at participating locations.

• Add or remove vehicles from customer accounts as necessary.

• Communicate with locations regarding missing vehicle details, customer complaints, or service issues.

• Assist customers in navigating their online account portals.

• Distribute promotional coupons and submit refund requests to corporate offices when applicable.

• Locate equipment and location information using internal resources and authorized scripts.

• Stay updated on company services, policies, and frequent changes.

• Provide service in a dynamic, high-volume contact center while meeting performance standards.

⛳️ Requirements

• Minimum of 1 year of experience in a call center, office, or customer service role is required.

• Strong skills in customer service and effective communication.

• Comfortable operating multiple computer systems simultaneously.

• Ability to learn and navigate various CRM platforms efficiently.

• Exceptional attention to detail and organizational capabilities.

• Capable of quickly adapting to evolving processes and policies.

• Strong problem-solving abilities along with a positive demeanor.

• Must reside in AL, GA, ID, IA, IN, KS, LA, MI, MS, NV, NC, ND, OH, OK, PA, SC, SD, TX, TN, UT, VA, WV, WI, or WY.

• Availability to work between 10:00am–7:00pm EST, Monday–Friday, with rotating weekends.

🏝️ Benefits

• Shift differential: additional $1/hr for night and weekend shifts.

• Paid training, generally lasting 1 week.

• Full-time position consisting of 40 hours per week.

• Eligibility for benefits starting on the first of the month following 60 days of employment.