Note: The job is a remote job and is open to candidates in USA. WeSalute is a public benefit corporation dedicated to serving the WeSalute Community. They are seeking a compassionate Customer Support Representative to be the first point of contact for customers, providing thoughtful assistance and resolving concerns with care and understanding.
Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely, efficient and professional manner
- Troubleshoot customer issues, identify root causes, and provide effective solutions
- Guide customers on product usage, features, and best practices to enhance their experience
- Effectively communicate the value proposition of the program to customers considering cancellation, offering targeted promotions when necessary to reinforce its benefits
- Escalate complex issues to Team Leads when necessary
- Account retention through inbound and outbound channels
- Document customer interactions and maintain accurate, up-to date records in Kustomer
- Contribute to the knowledge base by sharing valuable insights and helpful feedback
- Stay up-to-date on product updates, company policies, and department needs
- Identify opportunities to improve customer experience and service delivery
- Collaborate with other departments to ensure seamless customer support
- Maintain a positive and professional attitude even in challenging situations ensuring trust and value for our members
Skills
- Excellent communication skills (written and verbal) with strong phone etiquette
- Adaptable and friendly demeanor
- Able to adapt to new workflows and maintain composure under pressure
- Proven ability to build rapport and trust with customers
- Strong problem-solving and analytical skills
- Proficiency in using CRM software and support ticketing systems
- Ability to work independently while also thriving in a collaborative team environment
- High school diploma or equivalent
- Experience in a customer-facing role is highly preferred
- Technical knowledge is a plus
- Sales experience or familiarity is a plus
- 40mbps download internet speed requirement
- 10 mbps upload internet speed requirement
- Associate's or Bachelor's degree preferred
- Experience in a customer-facing role is highly preferred
- Technical knowledge is a plus
- Sales experience or familiarity is a plus
Company Overview