[Remote] Customer Support Associate (US)

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