Note: The job is a remote job and is open to candidates in USA. Compass Experience Labs is a company that partners with brands to enhance customer experience. They are seeking a Customer Support Associate to provide exceptional service through various communication channels while building strong product knowledge and collaborating with team members.
Responsibilities
- Respond to customers primarily through phones as well as through email, chat, text, and social channels while creating memorable service interactions
- Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice
- Build a strong understanding of your assigned brand’s products, procedures, and resolutions
- Work collaboratively with team members to offer encouragement, provide answers, present customer insights and trends
Skills
- High school diploma or equivalent
- Call center experience is required
- Must have at least 1-3 years of experience (within the last 2 years) providing customer support across multiple channels, including email, phone, SMS, Chat and Social Media
- 1+ year inbound phone experience required
- Applicants must have strong internet connection to support systems
- Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
- Ability to operate a computer/laptop and a headset
- Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)
- Ability to work East Coast hours. Open availability preferred, may include weekdays, weekends, nights and holidays
- The ability to multitask and manage a high volume of emails, calls, and action items is essential to meet service level agreements (SLAs)
- Self-motivation and independence are crucial for success in this role
- Strong oral and written communication skills are necessary to effectively interact with managers, clients, and customers
- The ability to thrive in a high-performance environment and prioritize customer service is paramount
- Agents must be proficient in using various computer systems, including our internal systems and the Underwriter's CMS
- 100% show rate for training is required. Agents must attend training every day with cameras on and be active participants
- Training is 2 - 3 weeks of classroom material
- Speedtest.net 25 MBPS Download Required
- An Ethernet hookup is strongly recommended
- A backup location or internet access is necessary in the event of an outage
- Experience working remotely is preferred
Benefits
- A fully remote work environment
- All necessary computer equipment and training will be provided.
- Comprehensive training on our products and services.
- Competitive compensation with performance incentives.
- Competitive pay with performance incentives.
- Career development opportunities, including internal promotions.
- A positive and growing work culture that values diversity and inclusivity.
Company Overview
Compass Experience Labs is a consumer services firm that offers customer care & consulting & business process outsourcing services. It was founded in 2016, and is headquartered in Columbus, Ohio, USA, with a workforce of 501-1000 employees. Its website is https://www.compassexperiencelabs.com.
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