Customer Support Specialist

Aura•San Antonio, TX

4d•Remote

About The Position

Aura is seeking a customer service-oriented Customer Support Specialist to serve as a frontline ambassador for the company. The specialist educates customers about Aura products, responds to inquiries with empathy and promptness, and collaborates with Customer Experience colleagues to provide high-quality support. This is a remote role for someone based within 50 miles of downtown San Antonio, Texas. The position involves managing a high volume of inbound calls, addressing customer service needs, and identifying opportunities to retain customers or introduce relevant products. Pay is $19 per hour plus upsell incentives; actual pay may vary based on job-related knowledge, skills, experience, location, and performance against metrics.

Requirements

Excellent data-entry and typing skills, with a minimum typing speed of 40 words per minute.
Strong listening, verbal, and written communication skills.
Ability to handle emotional and high-stress calls with empathy, patience, and calm, and to understand and respond appropriately to callers' needs.
Ability to multitask while listening and typing with detail and accuracy.
Willingness to learn upselling; prior upselling experience is preferred but not required.
Comfort using technology, navigating the internet, and learning new system processes.
Successfully complete New Hire Orientation and the Credit Education training program and pass all certification exams.
Experience with Microsoft Windows and Google Suite; comfort with Mac systems is preferred.
Reliable home internet with a minimum download speed of 50 Mbps and a dedicated workspace that ensures confidentiality.
Dedicated hard-wired internet access using an Ethernet cable.
Must be based within 50 miles of the San Antonio, Texas city center.

Nice To Haves

Two years of experience in a customer service or call center environment.
Prior experience with upselling.
Comfort with Mac systems.

Responsibilities

Work as part of the Customer Experience team to provide superior service to Aura customers.
Answer general customer service inquiries, process enrollments, handle complaints, and troubleshoot problems with Aura products and services.
Manage a high volume of inbound calls and deliver a positive experience for each caller.
Identify retention and upsell opportunities by matching Aura's Identity, Privacy, and Security solutions to customers' needs.
Make outbound calls to follow up with customers.
Perform other duties and responsibilities as assigned by the management team.