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.

• Execute cancellation requests using one of two CRM systems depending on the customer's location.

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

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

• Complete and submit claim forms to the appropriate locations.

• Develop and manage family membership plans.

• Arrange services for customers at participating locations.

• Add or remove vehicles from customer accounts as necessary.

• Forward messages to 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.

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

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

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

⛳️ Requirements

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

• Demonstrated strong customer service and communication abilities.

• Comfortable operating multiple computer systems simultaneously.

• Capability to learn and navigate diverse CRM platforms.

• Exceptional attention to detail and organizational prowess.

• Ability to swiftly adapt to changing processes and policies.

• Strong problem-solving skills coupled with a positive demeanor.

• Must reside in Alabama, Georgia, Idaho, Iowa, Indiana, Kansas, Louisiana, Michigan, Mississippi, Nevada, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Carolina, South Dakota, Texas, Tennessee, Utah, Virginia, West Virginia, Wisconsin, or Wyoming.

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

🏝️ Benefits

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

• Paid training, typically one week from 9:00 am to 5:00 pm, Monday through Friday (EST).

• Full-time position, maintaining a 40-hour workweek.

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