Customer Support Representative

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

📋 Description

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

• Adhere to established client scripts to offer retention deals and strive to preserve memberships prior to processing cancellations.

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

• Navigate various CRM systems to examine account history, transactions, and prior actions.

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

• Complete and submit claim forms to the appropriate locations.

• Create 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 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 warranted.

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

• Stay informed about company services, policies, and regular updates.

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

⛳️ Requirements

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

• Excellent customer service and communication abilities.

• Proficient in using multiple computer systems concurrently.

• Capable of learning and navigating different CRM platforms.

• Strong attention to detail and organizational skills.

• Ability to quickly adapt to evolving processes and policies.

• Solid problem-solving skills 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 8:00am–5:00pm MST, Monday–Friday, including rotating weekends.

• Ability to undergo paid training from Monday to Friday, 7:00am–3:00pm MST.

🏝️ Benefits

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

• Paid training, generally lasting 1 week.

• Full-time position, totaling 40 hours per week.

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