This is a remote position.
40 hours per week, Monday - Friday, 9:00 AM to 6:00 PM Charlotte, North Carolina Time Customer Account Management: Open and maintain customer accounts by recording account information.
Ensure customers understand the benefits of their memberships.
Communication and Support: Handle inbound customer calls, ensuring queries are resolved efficiently and effectively.
Manage incoming emails, web chats, tickets, and phone calls; provide clear communication back to the customer, site manager, or internal support team, as needed.
Provide support through online chat, email, and video calls.
Complaint Resolution: Handle complaints, identify and assess customers' needs, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution to achieve customer satisfaction.
Greet customers warmly, and resolve complaints via phone, email, mail; go the extra mile for the customer.
Account Changes and Processing: Process cancelations, upgrades, downgrades, refunds, and chargebacks in a timely manner.
Process refunds, exchanges, and other customer requests in line with company policies.
Persuade customers to reconsider cancelations and inform customers of deals and promotions.
Administrative Tasks: Access and navigate the internal CRM to retrieve customer order details.
Send out email and SMS quotes to customers.
Escalate complex issues to the relevant department or senior staff.
Document and log all interactions in the CRM system.
Knowledge and Training: Maintain a high level of product knowledge to provide accurate information to customers.
Participate in regular training sessions to stay updated with product changes and company policies.
Requirements Strong written English and verbal communication skills.
Proven experience in a voice support role or similar.
Ability to multitask and manage multiple channels of communication.
Noise-cancelling headset with a clear microphone.
Familiarity with CRM systems and practices.
Ability to work under pressure and handle challenging customer interactions.
A positive attitude and a passion for delivering exceptional customer service.
Independent Contractor Perks HMO Coverage for eligible locations Permanent work from home Immediate hiring Steady freelance job ZR_18640_JOB