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Job Details
Customer Support Representative
Posted: 03/28/2017
Position: Part Time
About This Job:

The Customer Support Representative (CSR) is responsible for going the extra-mile to ensure our customers are “Wowed” each time they interact with us through online chat, email and phone. The CSR achieves the “Wow” factor by quickly and efficiently responding to questions, providing recommendations regarding our products and services and resolving or reporting issues as they arise.

 

Position Type: 

  • Primarily Monday – Friday (some weekends may be required during peak workload)
  • AM Shift: 9:00am – 2:00pm ET / PM Shift: 12:00pm – 5:00pm ET (additional hours, up to 40, may be required during peak workload)
  • Temporary Contract Assignment (Begins April 3, 2017, and continues until the assignment is complete, or July 1, 2017, whichever is first.)
  • No time off will be granted during the assignment period.
Roles & Responsibilities:
  1. Manages large amounts of incoming calls, chats and emails and builds sustainable relationships of trust through open and interactive communication.
  2. Converts prospects into customers whenever possible.
  3. Identifies and assesses customers’ needs to achieve satisfaction.
  4. Provides accurate, valid and complete information by using the methods/tools provided via LiveAgent responses and the CS Manual.
  5. Meets Customer Support (CS) Team support quotas.
  6. Handles complaints, provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution.
  7. Keeps accurate and detailed records of customer interactions and processes regarding customer accounts.
  8. Follows Company and CS Team procedures, guidelines and policies.
  9. Goes the extra-mile to engage customers and ensure they have a positive experience.
  10. Other duties, as assigned. 
Requirements & Qualifications:

Education:

  • High School Diploma or GED 

Skills/Experience:

  • Strong preference given to individuals who have experience working online;
  • Must have at least one full year of experience in a Customer Service role with preference given to those working in a Call Center.
  • Applicants with Customer Service experience in the food industry or retail environment may be considered, if technically proficient in online applications, spreadsheets or databases. 

Qualities/Behaviors:

  • Requires excellent verbal and written communication skills, especially via email and phone.
  • Must be able to handle diverse personalities and see an unhappy customer as an opportunity to excel.
  • Must be a quick-thinker and problem-solver, capable of utilizing existing resources to achieve a successful outcome for our customers.
  • Must be proficient in online tools and systems – Skype, Google Docs, Spreadsheets, and online customer support systems.
  • Demonstrate a proven track record of achieving goals.
  • Must be detail-oriented and able to take thorough notes.
  • Must be able to multi-task to effectively to handle multiple priorities simultaneously, while meeting deadlines.
  • Must be a dependable self-starter, capable of work independently from home without direct supervision.
  • Must demonstrate a friendly, positive attitude with a willingness to accept, and provide, coaching on performance.

Must possess a strong desire to “WOW” our customers by going the extra-mile to provide superior customer support and service! 

 

 

Skills Required:
Customer Service
Zendesk Customer Support Level 3
Chat Support Level 3
Order Processing Level 3
Email Support Level 3
Phone Support Level 3
Customer Support Level 3
General Computer Skills
Google Docs Level 3
Web Development
Wordpress Level 3