Customer Support Specialist

Aura • San Antonio, TX

11d • Remote

About The Position

Aura is seeking a customer service-oriented Customer Support Specialist to serve as a front-line ambassador for the company. The specialist educates customers about Aura products, responds to inquiries empathetically and promptly, and works with Customer Experience colleagues to provide high-quality support. The position is remote, but the employee must be based within 50 miles of downtown San Antonio, Texas.

The role handles general service inquiries, enrollments, complaints, and troubleshooting; manages a high volume of inbound calls; follows up with customers through outbound calls; and identifies retention and upsell opportunities based on customers’ needs. New hires must complete New Hire Orientation and Credit Education training and pass all certification exams.

Pay is $19 per hour plus upsell incentives. Pay may vary based on job-related knowledge, skills, experience, location, and performance against role metrics. Aura offers competitive pay, health and wellness benefits, retirement savings plans, parental leave, and other benefits. The company states that it is an equal employment opportunity and inclusive workplace and provides accessibility assistance and reasonable accommodations during the hiring process and employment.

Requirements

• At least 2 years of experience in a customer service or call center environment is preferred.
• Excellent data entry and typing skills, with a minimum typing speed of 40 words per minute.
• Superior listening, verbal, and written communication skills.
• Ability to handle emotional and high-stress calls with empathy, patience, and calm, understand callers’ reasons for calling, and respond appropriately.
• Ability to multitask while listening and typing with a high level of 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.
• Successful completion of New Hire Orientation and the Credit Education training program, including passing all certification exams.
• Experience with Microsoft Windows and Google Suite.
• Reliable home internet with a minimum download speed of 50 Mbps, dedicated workspace to ensure confidentiality, and dedicated hard-wired internet access with an Ethernet cable.
• Must be based within 50 miles of the city center of San Antonio, Texas.

Nice To Haves

• Prior experience working in a customer service or call center environment (2 years preferred).
• Prior upselling experience.
• 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.
• Conduct outbound calls to follow up with customers.
• Complete other duties and responsibilities assigned by the management team.
• Complete New Hire Orientation and Credit Education training and pass all certification exams.

Benefits

• Competitive pay of $19 per hour plus upsell incentives; pay may vary based on job-related knowledge, skills, experience, location, and role metrics.
• Health and wellness benefits.
• Retirement savings plans.
• Parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed