Client Services Agent

Summary

Join FitOn Health as a Seasonal Remote Customer Support Agent! This is a temporary, remote position (up to 40 hours/week) running from December 9th to February 14th. You will be responsible for responding to support tickets and phone calls, proactively improving support channels and the product itself, and creating a comprehensive customer support strategy. The ideal candidate possesses excellent communication and problem-solving skills, patience, and a strong understanding of FitOn Health's functionality. This role offers a competitive hourly rate of $17.00.

Requirements

• Patience, grace, and a sense of humor
• Excellent writing and communication skills
• A knack for taking technical language and making it understandable
• A passion for solving tough problems and proposing elegant solutions
• A strong and healthy attitude and ability to find personal balance even in the midst of strong emotions
• Customer Service experience
• Experience with Hubspot

Responsibilities

• Respond to incoming support tickets (HubSpot) and incoming phone calls (AirCall) with detailed information and precise communication
• Proactively think about how FitOn Health can improve a user's access to support channels
• Proactively think about ways the FitOn Health product (website, app, support pages) can be improved or changed to mitigate the need for individuals to contact FitOn Health in the first place
• Additionally, providing "passive" solutions so that it's simple for a user to find a solution without emailing or calling support
• What information can be included in tickets, phone calls, and FAQs to give users access to solutions before a question arises
• Agents must enjoy the view from the weeds. You will be tasked with communicating FitOn Health broadly and narrowly to individuals with varying experience with the FitOn Health product
• An active learner who understands how to not only provide solutions but predict confusion points prior to being presented with a problem
• A patient listener who can decipher an individual's question, especially when not stated explicitly
• Always treats individuals with respect and dignity. The ability to assist without frustration even if an individual becomes frustrated with a situation
• You must have extraordinary organization skills. These will be used to design, create, and execute a comprehensive customer support strategy
• The ability to take a chaotic situation and provide information that is concise and direct. This ability must extend to situations where others become frustrated and angry
• A detailed understanding of not only how FitOn Health functions but why it functions in a specific way

Benefits

• Remote (work from home) position
• The pay structure for this role is $17.00 dollars per hour