Customer Support Representative

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

📋 Description

• Support customers with inquiries related to membership and account management.

• Adhere to established client scripts to present retention offers and strive to retain memberships prior to processing cancellations.

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

• Navigate various CRM systems to assess account history, transactions, and past actions.

• Update customer details and ensure accurate account records are maintained.

• Complete and send claim forms to the appropriate locations.

• Develop and oversee family membership plans.

• Arrange services for customers at participating locations.

• Add or remove vehicles from customer accounts as needed.

• Communicate with locations regarding missing vehicle information, 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 details using internal resources and approved scripts.

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

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

⛳️ Requirements

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

• Strong skills in customer service and communication.

• Comfortable operating multiple computer systems at the same time.

• Capability to learn and maneuver through various CRM platforms.

• Exceptional attention to detail and organizational abilities.

• Ability to quickly adapt to changing processes and policies.

• Strong problem-solving abilities and 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 for working hours between 9:00 AM–6:00 PM CST, Monday–Friday, along with rotating weekends.

🏝️ Benefits

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

• Paid training, typically lasting 1 week from 8:00 AM–4:00 PM, Monday–Friday (CST).

• Full-time position, requiring 40 hours of work.

• Benefits become effective on the first of the month following 60 days of employment.

• Opportunity for remote work.