eSupport Customer Service Specialist
About The Position
As an eSupport Customer Service Specialist, you will support customers who need help via text, email, or live chat. You will educate customers about products and services, engage with customers by responding to online reviews, and process customer requests by logging job details and changes using tracking software. You will also partner with other departments to ensure the best customer experience. This role offers a unique opportunity to be yourself and connect genuinely with customers, as there are no scripts for messaging. The company operates 7 days a week from 6 am to midnight. Training is conducted Monday-Friday from 8:00 AM to 4:30 PM. After training, the work schedule will be 1:30 PM to midnight, four days a week, with rotating weekends. Schedules are provided in advance. The starting pay is $19/hr during training, increasing to $21/hr after training, with the potential to earn up to an additional $15,000 annually in bonuses.
Requirements
- High School Diploma or GED
- 1 year of experience with sales and/or customer support via digital correspondence
- Excellent written & verbal communication skills fluently in the English language
- Ability to write and communicate concisely, yet persuasively
- Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
- Strong multi-tasking skills with the ability to assist multiple customers at a time
- Able to think quickly, as well as anticipate & solve problems effectively
- Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
- Proficient skills in Microsoft Office applications including Word, Excel, and PowerPoint
- Keyboard typing proficiency a minimum of 50 WPM
- Alignment & commitment to company values (honesty, integrity, fairness, and respect)
- Must be able to remain in a stationary position, over 90% of time for 10 hour shifts.
- Constantly operates a computer, phone, and other office equipment.
- Must be able to perceive and distinguish emotions in conversations, as well as deal with adversarial confrontations.
- Requires an ability to concentrate and prioritize multiple tasks at once.
- Ability to deal with occasional adversarial confrontations or stressful situations, making prudent decisions in a fast-paced environment in adherence to company values.
- Must maintain confidentiality with customer information.
- Must have reliable attendance and flexible schedule availability
Nice To Haves
- Bachelor’s degree in related field, such as Business Admin., Marketing, Public Relations, etc.
- 3+ years of experience in sales and/or customer support via digital correspondence
- Prior experience in marketing
- Service Titan Experience
Responsibilities
- Support customers via text, email, or live chat.
- Educate customers about products and services.
- Engage with customers by responding to online reviews.
- Process customer requests by logging job details and changes using tracking software.
- Partner with other departments to ensure the best customer experience.
- Make a difference in the community by being the first point of contact for home service needs.
Benefits
- Potential to earn up to an additional $15,000 a year in bonuses
- Voted Top Workplace USA and Top Workplace Charlotte
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
