call center representative - Remote work

Rate: $18.00/hr plus PTO and benefits.

Responsibilities

• Provide friendly and professional customer support via phone, email, and chat to customers using our website and phone app.
• Assist 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.
• Help customers understand how to earn points, redeem rewards, and maximize their overall experience.
• 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, Sales, and fulfillment to improve the rewards program's functionality, promotional efforts, and overall customer experience.
• Meet or exceed key performance indicators (KPIs) measured on your monthly scorecard.
• Other duties as assigned.