Customer Support Coordinator

GN Group

114d • $20 - $24

About The Position

As a remote Customer Support Coordinator at Jabra Hearing, you’ll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You will provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls while also responding to emails, customer tasks, live chats, and other channels. Serving as a representative of our best-in-class customer care team, you'll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.

Requirements

• 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support.
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions.
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus.
• Comfort working independently and efficiently in a fast-paced, high-touch support environment.
• Strong written and verbal communication skills delivered with a friendly and professional tone; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferred.
• A remote workspace that adheres to the company’s Home Office Requirements, including a reliable broadband or high-speed internet connection and a quiet and private space for conducting confidential calls.

Responsibilities

• Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels.
• Independently complete administrative tasks according to standard operating procedures, including scheduling and rescheduling customer appointments, processing order cancellations, returns, and warranties, providing customers with shipping and order statuses, and placing orders for additional supplies.
• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers.
• Properly address and route customers’ support needs, including complaints, leveraging a proficient and current understanding of Jabra Hearing services.
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance.
• Ensure our customers’ privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements.
• Act as an ambassador of the Jabra Hearing culture by embodying our values in each internal and external interaction.
• Other duties as assigned.

Benefits

• Competitive compensation ($20.00 to $24.00 per hour).
• 401k plan includes a 4% match.
• Excellent medical, vision, and dental insurance, plus basic life and disability insurance.
• 12-weeks paid parental leave.
• Paid time off (employees can accrue up to 15 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually).
• Monthly wellness stipend to support self-care.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees