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 make attempts to retain memberships prior to processing cancellations.

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

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

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

• Complete and forward claim forms to the designated locations.

• Develop and oversee family membership plans.

• Arrange services for customers at participating locations.

• Manage the addition or removal of vehicles from customer accounts.

• 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 necessary.

• Find equipment and location information utilizing internal resources and approved scripts.

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

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

⛳️ Requirements

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

• Strong customer service abilities and excellent communication skills.

• Proficient in working with multiple computer systems concurrently.

• Capability to learn and navigate various CRM platforms effectively.

• Exceptional attention to detail and strong organizational skills.

• Ability to quickly adapt to changing processes and policies.

• Strong problem-solving abilities and a positive demeanor.

• Must reside in one of the following states: 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 from 10:00 am to 7:00 pm EST, Monday to Friday, with rotating weekends.

🏝️ Benefits

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

• Paid training, generally lasting 1 week from 9:00 am to 5:00 pm, Monday to Friday (EST).

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

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