Customer Support Representative

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

📋 Description

• Provide assistance to customers regarding membership inquiries and account management.

• Adhere to approved client scripts to present retention offers, aiming to retain memberships prior to processing cancellations.

• Handle cancellation requests utilizing one of two CRM systems, depending on the customer's location.

• Utilize multiple CRM systems to examine account history, transactions, and prior actions.

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

• Complete and submit claim forms to the designated locations.

• Develop and oversee family membership plans.

• Coordinate services for customers at participating sites.

• Add or remove vehicles from customer accounts as necessary.

• Relay messages to locations regarding missing vehicle details, customer feedback, or service issues.

• Assist customers in navigating their online account portals.

• Dispatch promotional coupons and submit refund requests to corporate offices when appropriate.

• Identify equipment and location details using internal resources and approved scripts.

• Remain updated on company services, policies, and regular updates.

• Deliver outstanding service in a dynamic, high-volume contact center while achieving performance goals.

⛳️ Requirements

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

• Possess strong communication and customer service skills.

• Comfortable operating multiple computer systems concurrently.

• Capable of learning and navigating various CRM platforms.

• Excellent attention to detail and strong organizational abilities.

• Ability to swiftly adapt to changing processes and policies.

• Strong problem-solving capabilities coupled with a positive disposition.

• Must reside in one of the following states: 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 9:00 am–6:00 pm CST, Monday–Friday, with rotating weekends.

🏝️ Benefits

• Shift differential of $1/hour for evening and weekend hours.

• Paid training, generally lasting 1 week from 8:00 am–4:00 pm, Monday–Friday (CST).

• Full-time schedule of 40 hours.

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