Customer Service Representative

The Agora Companies•Baltimore, MD

12d•Hybrid

About The Position

Agora is seeking a Customer Service Representative to join its team. This role supports our brand promise of providing investors with the tools and guidance needed to easily establish and manage their accounts. This is a full-time position that offers more responsibility and growth than a typical customer service role. You will not be cold calling or telemarketing, but there is an inbound sales component to the role with the potential for outbound sales/collections as well. You’ll work as part of a phone-based customer support team, handling subscriber calls to resolve issues, answer questions, and support informed purchasing decisions. You will gain exposure to publishing, develop communication and sales skills, and have the opportunity to grow within a larger organization. This role requires an initial in-office training and onboarding period of three months, after which employees may transition to hybrid work based on performance criteria.

Requirements

6+ months of customer service experience, preferably in a call-center setting
Exceptional interpersonal and verbal communication skills
Strong problem-solving abilities and independent thinking
Working knowledge of Microsoft Office and Excel
Ability to adapt in a fast-paced, high-volume environment

Responsibilities

Resolve customer concerns efficiently, ideally on first contact
Assist customers with account-related questions, product support, and account navigation
Handle inbound sales calls for newsletter products
Educate customers on how to avoid future issues and maximize product value
Retain valued customers through respectful, solution-oriented communication
Track customer feedback and share insights with internal teams
Contribute to a customer-centric culture
Think critically to troubleshoot and resolve issues, and escalate appropriately
Remain flexible and assist with additional duties as needed