Customer Service Associate
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Job Description
Remote Customer Service Associate supporting eCommerce brands through phone, email, chat, SMS, and social media. Resolving customer issues, sharing insights, and upselling relevant products and services.
Responsibilities:
- Respond to customers primarily through phones and also through email, chat, text, and social channels
- Create memorable service interactions
- Communicate in alignment with Compass and brand voice
- Build understanding of assigned brands' products, procedures, and resolutions
- Collaborate with team members to provide encouragement, answers, and customer insights and trends
- Handle emails and chats during the first few weeks after training, then transition to daily phone support
- Provide phone support in a high-volume program with back-to-back calls
- Maintain at least 85% schedule adherence
- Attend training every day with cameras on and participate actively
- Upsell or offer relevant products and services to existing customers
- Use multiple systems and resources to resolve callers' problems
Requirements:
- High school diploma or equivalent
- Call center experience within the last 2 years
- 1+ year inbound phone experience
- Inbound phone, chat, SMS, email, and social media channel experience
- Strong written and verbal communication skills
- Ability to solve problems quickly and creatively
- Ability to learn and adapt to changing software; tech savvy
- Ability to adhere to a set schedule and work independently
- Ability to upsell or offer relevant products and services
- Ability to use multiple systems and resources to resolve caller problems
- Strict schedule adherence, including limited unscheduled breaks and timely return from scheduled breaks and lunches
- Quiet workspace where the agent will not be interrupted or overheard
- Full-time availability; open availability preferred, potentially including weekdays, weekends, nights, and holidays
- 100% show rate for training; daily attendance, camera-on participation, and active participation required
- Ability to see, talk, and hear to communicate verbally and in writing
- Ability to perform duties while sitting and/or standing for prolonged periods, including an 8-hour shift
- Licensed Windows computer with serial number; customized, jailbroken, or homemade devices not accepted
- Strong wired internet connection and backup internet
- Working webcam and camera for training and 1:1 conversations
- Download and upload speeds of at least 25MBPS
- Willingness to have CrowdStrike installed on personal computer/laptop
- Working headset with microphone; speakers are not permitted while on calls
- Intel Core i5 11th generation (2021 and up) or equivalent processor
- 16 GB memory or more
- Windows 11, 32-bit or 64-bit
- Microsoft Windows Installer 2.0 or later
- Microsoft Visual C++ 2019 Redistributable 32-bit
- Microsoft .NET Framework 4.6.2 or 4.7.x
- DUO Mobile installed on mobile phone for multi-factor authentication
Benefits:
- A fully remote work environment
- Competitive wages
- Comprehensive training on our products and services
- Career development opportunities, including internal promotions
- A positive and growing work culture that values diversity and inclusivity
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