Customer Support Associate

Job Description:

Strategic Imperative: 

The Customer Support Associate is central to our Consumer Support team, charged with providing first-level contact and support to enhance customer satisfaction through efficient, accurate, and professional service. This role focuses on promptly addressing customer inquiries, resolving issues, and maintaining high customer satisfaction levels, all while serving as the face of our organization. The strategic objective of this role is to uphold and enhance the company's positive image by ensuring that all customer interactions are managed with a commitment to service excellence. Through these efforts, the Customer Support Associate will significantly contribute to improving customer engagement and retention, thereby supporting the overall success of our service objectives.

Primary Objectives: 

• Customer Inquiry Handling:

• Issue Resolution:

• Data Entry and Documentation:

• User/Member Relationship Management:

Qualifications - To perform this job successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Detailed Job Duties: (typical monthly, weekly, daily tasks which support the primary objectives)

Customer Inquiry Handling:

• Respond to customer inquiries via email, or live chat.

• Respond to all chat inquiries throughout the workday while answering emails.

• Provide clear and accurate information regarding our services.

• Assist users/ members with navigation and troubleshooting of our website and mobile app.

• Communicate clearly and professionally via live chat and email.

Issue Resolution:

• Troubleshoot user issues and questions with a positive and friendly attitude.

• Escalate complex issues to higher-level support staff as necessary.

• Follow up with user/ members to ensure their issues have been resolved to their satisfaction.

Data Entry and Documentation:

• Accurately log all interactions with customers in the CRM (Customer Relationship Management) system.

• Maintain a current understanding of company policies and promotions to provide informed support.

• Prepare and present reports on common customer issues and feedback to management.

User/ Member Relationship Management:

• Build and maintain positive relationships with customers.

• Provide feedback from customers to appropriate departments to help improve products and services.

• Participate in training and development sessions to improve support skills.

• Collaborate on team decisions.

• Work efficiently with all departments to ensure customer inquiries are resolved in a timely 

 The MUST Haves: (ex: skills, education, experience, certifications, licenses) 

• At least One (1)  year of live chat & email customer service/support experience is required.

• Have general computer knowledge and typing speed of 35 wpm.

• Excellent verbal and written communication skills are a must. (Writing sample will be requested during the interview process.)

• Proficiency with Google Drive and Zendesk software will be a plus.

• Basic skills in Microsoft Word and Excel Functions.

• Must be detail oriented, capable of managing competing priorities and meeting tight timelines.

• Must be self-motivated and deadline/quota oriented.

• Must be able to work productively with limited supervision.

• Basic understanding of customer support practices and principles.

• Good problem-solving skills and attention to detail.

• Ability to multitask and prioritize effectively in a fast-paced environment.

The Nice to Haves: (preferred additional skills, education, experience, certifications, licenses) 

• Experience with Zendesk or other related CRM systems

• Experience with quota level KPIs