call center representative - Remote work

Primary Responsibilities

• Provide friendly and professional customer support via phone, email, and chat to customers using our website and phone app.
• Aid customers in registering for the program, navigating its features, and resolving any issues they encounter.
• Address customer inquiries and concerns related to the program promptly and effectively.
• Troubleshoot account problems, or reward redemption discrepancies, ensuring timely resolution and escalation when necessary.
• Investigate and escalate technical issues where applicable.
• Educate customers about the benefits and features of our program.
• Proactively gather customer feedback and suggestions regarding the program and website/app usability.
• Document customer interactions and report recurring issues to the appropriate department for continuous improvement.
• Ensure that all interactions with customers comply with company policies and guidelines.
• Stay up-to-date with any changes or updates to the program to provide accurate information to customers.
• Work to retain customers by addressing concerns, offering solutions, and fostering a positive and personalized experience, ultimately increasing customer loyalty.
• Collaborate with other departments, such as IT, Marketing, and Sales, and fulfillment to improve the rewards program's functionality, promotional efforts, and overall customer experience.

Requirements

• Excellent communication skills, both verbal and written.
• Ability to handle multiple tasks simultaneously and prioritize accordingly.
• Strong problem-solving and analytical skills.
• Experience in customer service or a similar field is preferred.
• Proficiency in Microsoft Office Suite, particularly Excel for data analysis.

Skills

• Customer service skills
• Problem-solving skills
• Technical troubleshooting skills
• Microsoft Office Suite proficiency

Pay

Rate: 17.50/hr plus PTO and benefits.

Schedule

Tuesday - Saturday 9am-5pm
Tuesday - Saturday 11am-7pm