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 established client scripts to offer retention options and strive to retain memberships prior to processing cancellations.

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

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

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

• Complete and forward claim forms to the relevant departments.

• Develop 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 data, customer complaints, or service issues.

• Assist customers in navigating their online account portals.

• Dispatch promotional coupons and process refund requests to corporate offices when warranted.

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

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

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

⛳️ Requirements

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

• Exceptional customer service and communication abilities.

• Proficient in working with multiple computer systems concurrently.

• Capability to learn and navigate different CRM platforms.

• Strong attention to detail and effective organizational skills.

• Ability to swiftly adapt to evolving processes and policies.

• Strong problem-solving abilities paired 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.

🏝️ Benefits

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

• Paid training, usually lasting 1 week.

• Full-time position, 40 hours per week.

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

• Opportunity for remote work.