Customer Support Specialist I

Summary

Join Constant Contact as a Customer Support Specialist I and deliver exceptional service to small businesses and non-profits. This remote position, starting September 8th, offers an hourly rate starting at $19/hr with potential for increases. You will handle inbound customer interactions via phone, troubleshoot technical and account issues, and apply retention techniques. The role requires experience in a call center environment and familiarity with metrics like AHT, CSAT, QA, and FCR. You will educate users on product functionality and escalate critical issues as needed. Constant Contact offers a competitive benefits package, including health and welfare benefits and paid leave, and values work flexibility.

Requirements

• Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred
• KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA and FCR
• Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms
• Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing
• Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism
• Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance
• Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care
• Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty

Responsibilities

• Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy
• Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently
• Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions
• Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success
• Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly
• Documentation: Accurately document all customer interactions and actions taken in Salesforce
• Remote Work Protocol: Adhere to a consistent work schedule including two 15-minute breaks and one 30-minute lunch
• Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment

Preferred Qualifications

• Passion for helping small businesses grow
• Strong communication and active listening skills
• Ability to remain organized and focused while multitasking
• Self-starter who thrives in a remote environment with minimal supervision
• Adaptable to change and eager to learn in a fast-paced setting

Benefits

• Health and welfare benefits including paid leave
• A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
• At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues
• You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities