Civitech is hiring a
Client Success Support Specialist, Remote - Worldwide

Summary

The job is for a Client Success Support Specialist at Civitech, a public benefit corporation dedicated to increasing civic participation and supporting progressive causes. The role involves handling inbound and outbound calls from voters, providing exceptional service, documenting interactions, and escalating complex issues as needed.

Requirements

• Contractor will need to have access to a computer, laptop, or tablet with internet access and a built-in or external microphone, as well as a quiet location to make and receive calls
• Experience working in client success or a call center environment is preferred but not required
• Effective verbal and written communication skills
• Active listening skills to understand voter inquiries and concerns
• Strong customer service orientation, focusing on providing a positive experience
• Ability to handle difficult or irate voters with empathy and professionalism
• Proficiency in using computer systems, software, and call center technology
• Collaborative mindset, working well with team members and supervisors
• Flexibility to adapt to changing outreach efforts and call center procedures
• Quick decision-making ability to resolve voter concerns or escalate them appropriately
• Track record of achieving and maintaining performance metrics, such as average handle time and first-call resolution rates
• Comfortable working in a fast-paced and occasionally stressful call center environment
• Availability to work flexible hours, including evenings, weekends, and holidays

Responsibilities

• Handle inbound and outbound calls from voters, addressing their inquiries, concerns, or requests
• Provide exceptional service by actively listening to voters, empathizing with their issues, and providing appropriate solutions or assistance
• Accurately document voter interactions, concerns, or requests in Civitech's support software for future reference, reporting, and analysis
• Handle voter complaints or escalations in a professional and diplomatic manner, aiming to deescalate tense conversations and find a suitable resolution
• Adhere to established call center procedures, guidelines, and scripts to maintain consistency in communication and ensure compliance with company policies and state laws
• Efficiently manage call handling time to meet performance targets, such as call duration, call volume, and service level agreements
• Demonstrate empathy, patience, and effective communication skills when dealing with voters, especially in challenging or stressful situations
• Potential to support on text chase programs (responding to inbound text messages) via a texting application, as needed

Preferred Qualifications

Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required

Benefits

• This is a short-term contractor position. Position begins in late August and ends November 15, 2024, with potential to extend
• $20/hour
• Hours will vary each week and will be based upon demand. You can expect to work at least 20 hours per week but up to 40 hours per week during periods of high volume
• The regular hours of operation are 8 am to 8 pm ET Monday - Friday. Shift times are flexible during our hours of operation, and dependent on volume
• Weekend hours may be added from mid October to early November
• This position is fully remote