Customer Support Representative

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

📋 Description

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

• Adhere to approved client scripts to present retention offers and endeavor to retain memberships prior to processing cancellations.

• Process cancellation requests utilizing one of two CRM systems depending on the customer’s location.

• Navigate through multiple CRM systems to examine account history, transactions, and previous activities.

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

• Complete and submit claim forms to the designated locations.

• Create and oversee family membership plans.

• Schedule services for customers at participating locations.

• Add or remove vehicles associated with customer accounts.

• Send messages to locations regarding missing vehicle data, customer complaints, or service issues.

• Assist customers in navigating their online account portals.

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

• Locate equipment and location details using internal tools and approved scripts.

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

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

⛳️ Requirements

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

• Strong customer service and communication abilities.

• Proficient in working with multiple computer systems concurrently.

• Capability to learn and navigate different CRM platforms.

• Excellent attention to detail along with strong organizational skills.

• Ability to quickly adapt to changing processes and policies.

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

• 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.

• Must be available to work between 10:00 AM and 7:00 PM EST, Monday through Friday, including rotating weekends.

• Must be available for paid training from 9:00 AM to 5:00 PM EST, Monday through Friday.

🏝️ Benefits

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

• Paid training, typically lasting 1 week.

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

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