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About the role
Key responsibilities & impact- Serve as a primary point of contact for clients
- Manage inbound and outbound customer communications
- Use web-based tools to resolve customer inquiries
- Handle and respond to customer inquiries
- Provide excellent customer service through active listening
- Handle confidential customer information sensitively
- Resolve issues on the first call when possible
- Communicate appropriately with customers
- Calmly resolve and de-escalate issues
- Escalate interactions when necessary
- Track call-related information for auditing and reporting
- Provide feedback on call issues
- Upsell when required
Requirements
What you’ll need- High School Diploma or equivalent
- Minimum of 6 months of customer service experience
- Must be 18 years of age or older
- Ability to type at least 25 words per minute
- Comfortable with desktop computer systems
- General knowledge of Windows-based systems
- Customer service and/or sales experience preferred
- College degree preferred but not required
- Ability to follow established procedures
- Ability to collaborate effectively with team members, supervisors, and support departments
- Outstanding communication, listening, and analytical skills
- Strong organizational and problem-solving skills
- Ability to prioritize tasks and work well under pressure
- Open-minded approach to feedback, evolving policies, and a structured schedule with varied shifts
- Critical thinking and informed decision-making skills
- Dedicated workspace near router for hardwired Ethernet connection
- Internet speed of at least 15 Mbps download and 10 Mbps upload
- ISP latency under 50ms
- Internet connection cannot be satellite, mobile data, P2P, or VPN
- Proof of internet speed required
- Must reside in one of the listed eligible U.S. states
Benefits
Comp & perks- Medical, vision, and dental health benefits for eligible team members and families
- Employment Assistance Programs
- Health and personal time off (HPT)
- Leave programs as eligible
- Competitive 401(k) plans
- Life insurance
- Supplemental medical coverage
- Critical care insurance
- Pet insurance
- FSA plans
- Retailer discounts
- Career advancement opportunities
- Inclusive and diverse workplace culture
- Support for active-duty service members, veterans, and military families