Customer Support Representative
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Job Description
Remote Customer Support Representative for Driven Brands communicating with customers and resolving inquiries via phone or email. Supporting Driven Claims Team in a fast-paced environment.
Responsibilities:
- Provides timely responses to customer inquiries by telephone and/or email in an in - or outbound service center
- Open, maintain, and solve Customer Care tickets by recording issues and account information
- Using computer technology, manage large amounts of incoming emails and calls in a timely manner
- Resolve product or service problems by clarifying the customer's experience; determining the cause of any problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Follow communication procedures, guidelines, and policies
- Leverage scripts for email and phone conversations to properly represent the company voice and tone
- Answer questions about damage claims and escalate to the proper manager to bring them to closure
- Prioritize tickets effectively
- Flexibly handling changes in policies or procedures
Requirements:
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Strong computer skills and capability to use Microsoft programs such as Outlook, Word, Excel, etc.
- Customer-focused and able to adapt/respond to different types of customers
- Excellent communication and presentation skills both externally and internally
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma (or equivalent) and at least 1 year of experience; post-secondary school education may substitute for years of experience
- Bilingual in English/Spanish is a plus
Benefits:
- health and wellness benefits including paid time off and holiday pay
- myFlexPay program for early access to earned wages
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