Operations Support Representative

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Act as the main point of contact for customers seeking help with complex or escalated issues.

• Take responsibility for customer inquiries and guide issues to resolution from start to finish.

• Investigate customer concerns and identify effective solutions.

• Work collaboratively with both internal and external partners.

• Ensure timely follow-up and communication.

• Keep records of customer interactions and resolutions.

• Build expertise across various business functions.

• Achieve quality, productivity, attendance, and scheduling benchmarks.

• Anticipate customer needs and provide an outstanding experience.

• Adapt to changing business priorities and tasks.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, customer service, or a related field.

• Availability to work an 8-hour shift.

• A dedicated home office or workspace.

• High-speed internet connection is required.

• Capability to perform basic PC and hardware troubleshooting.

• High School Diploma or GED is necessary.

• A strong passion for customer service.

• Excellent problem-solving abilities.

• Outstanding communication skills.

• Proficient in managing multiple priorities.

• Resourceful and self-driven.

• Strong sense of ownership and accountability.

• A collaborative approach to work.

• A positive, can-do attitude.

• Ability to navigate challenging situations effectively.

• Commitment to delivering high-quality results.

🏝️ Benefits

• An inclusive culture with associate-led Business Resource Groups.

• Flexible Paid Time Off (22 days).

• 112 hours of Paid Time Off.

• Seven observed paid holidays.

• One floating holiday.

• Discounts available for online and retail purchases.

• Company matching for 401(k) contributions.

• Physical and mental health wellness programs.

• Certain roles may be eligible for overtime pay as per federal and state regulations.