Remote Customer Service Representative

Summary

Join our team as a Client Receptionist and be a critical hub of organization and communication to our internal support team. This is a fully-remote position with shifts varying throughout the week.

Requirements

• The ability to work 35-40 hours per week, during weekdays and/or weekends (between 8am-12am)
• A naturally friendly and warm personality
• Excellent verbal communication skills – this means you know how to “speak good”
• Excellent writing skills - this means you know how to spell and use grammar and write well structured sentences that make sense to the reader and know how to avoid writing run-on sentences like this one
• Superb customer service skills - when someone calls for support, it’s because they have a problem. They’re frustrated. Sometimes, they’re even pissed. You will need to be able to assure someone we’re going to take care of them. Every time
• The ability to evaluate situations in the moment and make quick, appropriate decisions
• A genuine passion for problem-solving
• A self-starter mentality, and capable of working independently when needed
• An unwavering work ethic - our clients and team depend on you
• An impeccable attention to detail and great organizational skills
• An eagerness to learn; an aptitude for learning new technical skills

Responsibilities

• Act as a first-point-of-contact via telephone for homeowners looking for assistance with their smart home systems
• Answer, screen, and forward all incoming support requests inside and outside of regular business hours
• Escalate incoming calls to our support team, or notate them for follow-up at a later time, based on the level of support for which clients are eligible
• Set a friendly and supportive tone for all end-users because we believe deeply in the value of providing a warm and personalized tech support experience
• Work within our web-based ticketing system, interacting directly with our team of Technology Specialists to ensure that guaranteed response times and other important support procedures are consistently adhered to
• Assist in the upkeep of our ticketing system, ensuring that all support events are accurately documented
• Walk clients through their options and sell them the appropriate level of support that fits their needs when they call in who are not already subscribed for a membership support package
• Assist in training others as you get more comfortable in your role