Customer Support Representative

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

📋 Description

• Provide assistance to customers regarding membership inquiries and account management.

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

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

• Utilize multiple CRM systems to assess account history, transactions, and previous actions taken.

• Update customer information and ensure the accuracy of account records.

• Complete and submit claim forms to the appropriate locations.

• Develop and manage family membership plans.

• Schedule services for customers at participating locations.

• Add or remove vehicles from customer accounts as necessary.

• Communicate with locations regarding missing vehicle information, customer complaints, or service issues.

• Assist customers in navigating their online account portals.

• Dispatch promotional coupons and submit refund requests to corporate offices when applicable.

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

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

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

⛳️ Requirements

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

• Strong customer service and communication abilities.

• Comfortable working with multiple computer systems simultaneously.

• Capability to learn and navigate various CRM platforms.

• Exceptional attention to detail and organizational skills.

• Ability to quickly adapt to changing processes and policies.

• Strong problem-solving skills along with a positive attitude.

• 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 from 9:00am to 6:00pm CST, Monday to Friday, with rotating weekends.

🏝️ Benefits

• Shift differential of an additional $1/hour for nights and weekends.

• Paid training, typically lasting 1 week, Monday to Friday, from 8:00am to 4:00pm CST.

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

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