Note: The job is a remote job and is open to candidates in USA. Aura is on a mission to create a safer internet, helping millions of customers protect themselves against digital threats. They are seeking a dynamic Customer Support Specialist to serve as a front line ambassador, providing empathetic responses to customer inquiries and collaborating with the Customer Experience team to deliver high quality support.
Responsibilities
- Works as part of the Customer Experience team to provide superior service to Aura customers
- Answer general customer service inquiries, process enrollments, handle complaints, and troubleshoot problems with Aura’s products and services
- Manage a high volume of inbound calls and deliver a positive experience for each caller
- Identify retention and upsell opportunities by aligning Aura's Identity, Privacy and Security solutions with the customer's unique needs
- Conduct outbound calls when following up with customers
- Other duties and responsibilities as assigned by management team
Skills
- 2 years of experience in a customer service or call center environment preferred
- Excellent data entry and typing skills
- Superior listening, verbal, and written communication skills
- Ability to handle emotional and high-stress calls with empathy, remaining patient and calm to understand the caller's reason for the call and respond appropriately
- Ability to multitask effectively, simultaneously listening and typing with high detail and accuracy
- Comfortable with utilizing technology, navigating the internet, and learning new system processes; newly hired employees must successfully complete New Hire Orientation and the Credit Education training program, then pass all certification exams
- Experience working with Microsoft Windows and Google Suite environment; comfort with Mac systems preferred
- Reliable home internet (minimum internet download speed of 50 mbps) and dedicated workspace to ensure confidentiality; must have dedicated hard-wired internet access w/ethernet cable
- Prior experience with upselling is preferred but not required (willingness to learn is a must)
Benefits
- Aura offers a generous package to support our employees’ personal and professional lives.
- Our packages include competitive pay, health and wellness benefits, retirement savings plans, parental leave, and more!
- Upsell incentives
Company Overview