CSR III

About the role

Our customer service team plays a pivotal role in providing seamless experiences to our customers. This role requires an expert problem solver and communicator who can empathize with customer situations, resolve issues efficiently, and collaborate across multiple teams.

Responsibilities

• Routinely interact with customers requiring assistance with complex or escalated issues.
• Support CSR internal team members in resolving complex issues.
• Perform research and determine optimal resolutions.
• Provide timely follow-up and follow-through.
• Collaborate with multiple teams (internal and external).
• Document details related to customer contacts.
• Develop subject matter expertise within multiple business areas.
• Contribute to achieving Key Performance Indicators (KPIs) by meeting quality, productivity, schedule compliance, and attendance standards.

Requirements

• Basic Qualifications: High school diploma or GED, two years customer service experience, distraction-free workspace, high-speed internet, basic equipment troubleshooting, ability to work 8 AM to 8 PM.
• Preferred Qualifications: Two years customer service experience within the past five years, previous work-from-home experience, demonstrated success in CSR II positions, Bachelor’s degree.

Qualifications

• Advanced customer focus capabilities including anticipating needs, uncovering underlying problems, and providing a low-effort experience.
• Ability to diagnose problems, take corrective action, and offer varied solutions based on customer needs.

Skills

• Customer service skills.
• Problem-solving abilities.
• Communication skills.
• Research and analysis skills.

Benefits

• Inclusive culture with Business Resource Groups.
• 112 hours of PTO and holiday schedule (7 observed paid holidays + 1 floating holiday).
• Company match 401(k).
• Physical and mental health wellness programs.

Pay

The specific base pay may be influenced by a variety of factors including the candidate's experience, skill set, education, business considerations, geography, and internal equity.

Schedule

8 AM to 8 PM, Eastern.