Customer Support Representative

Summary

Join LawnStarter, a rapidly growing and profitable company, as a Customer Support Representative! In this role, you'll handle a high volume of inbound and outbound customer and provider contacts, resolving operational issues and providing excellent service. You'll need strong communication and problem-solving skills, along with experience in a customer contact center. The position offers the flexibility of working from home, with competitive pay and incentive opportunities. We are looking for individuals who are empathetic, adaptable, and committed to providing a positive customer experience. This is a fantastic opportunity to contribute to a successful company and grow your career.

Requirements

• Be empathetic to customers and know how to use soft skills to establish rapport and diffuse difficult situations
• Work efficiently and creatively to solve problems by utilizing all available tools and resources
• Be an active listener who can interpret a problem, determine an approach to solve, and maintain call control
• Adhere to a schedule
• Be adaptable to change
• Maintain high productivity at defined proficiency levels
• Be willing to receive and act on feedback from the leadership team
• Work with integrity and collaborate with the team
• Be able to work weekends if needed
• Be a high school graduate
• Possess excellent written and verbal English skills; be conversationally fluent
• Have at least 1 year of experience in a customer contact center environment, supporting United States customers
• Have a computer, laptop or desktop with a camera (8GB RAM, Corei5 Processor), with a noise-canceling headset; two monitors; a consistent power source; and a reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions
• Have backup power and internet supplies to ensure you are able to complete your full shift

Responsibilities

• Rotate between inbound and call back queue calls, chat, and email support
• Handle over 300 contacts a week, supporting customers and providers on various operations-related issues
• Explain services and policies
• Create a great service experience
• Provide support for app navigation, payment details, scheduling, and issue resolution
• Connect with customers, problem-solve, build rapport, and offer empathy

Preferred Qualifications

• Have some college education
• Have knowledge of ZenDesk
• Have prior experience using CRM and VoIP software
• Have knowledge of Google Suite
• Use PLDT or Converge as your internet provider
• Be willing to work US hours and weekends and be amenable to working in rotating shifts

Benefits

• Work from home
• $4.50-$6.50/hr. $4.50 USD base, but ability to earn up to an additional $2/hr in incentive pay