Customer Support Associate

Position: Customer Support Associate (US)
This is a remote position supporting mainly US retail and eComm businesses Our headquarters are located in Columbus OH USA in the Eastern Time Zone Please note that this position is only open to candidates located in the locations we have operations in which are limited to FL GA MI NC OH TX WI Are you ready to join a fun and engaging workplace that encourages you to empower yourself and develop your career Are you looking for a remote job where you can work from the comfort of your own home Do you want a job where you can be yourself Say hello to Compass Experience Labs it sounds like we might be a good match MEET COMPASS We partner with brands to power growth through exceptional customer experience Our founders were trailblazers in the eComm industry When they couldnt find a customer service partner that was as innovative as they were they built it Many companies view their customer care as a cost center but we believe it can be so much more If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business As part of the Compass Experience Team you will 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 brands products procedures and resolutions

Work collaboratively with team members to offer encouragement provide answers present customer insights and trends

The ideal Compass Employee is Compassionate detail oriented friendly open minded and eager to help people

Able to solve problems quickly and creatively we often need to think of solutions on the flyAble to learn and adapt to changing software being tech savvy is a must Excellent at communication both written and verbal

Able to adhere to a set schedule and be productive independently

Ability to utilize multiple systems and resources to find a solution to the callers problem multitasking is key Ability to adhere to strict schedule adherence not just attendance this includes limited unscheduled breaks returning from scheduled breaks lunches on time adhering to expected handle time for calls once ramped

All agents must have a quiet workspace where they will not be interrupted or overheard

All candidates who are hired will spend the first few weeks after completing training handling Phone Emails SMS chats and Social Media Phone support will be a daily requirement and will require 85 or higher schedule adherence meaning that they take minimal unscheduled breaks Real time adherence associates monitor statuses and all day associates will be contacted if they are out of adherence

This is a high volume program Candidates should expect to be on back to back calls throughout their day with limited down time Qualifications and

Physical Requirements with or without reasonable accommodation 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 Media1 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 computerlaptop and a headset

Experience working remotely is preferred

Ability to perform all duties of the job while sitting andor standing for prolonged periods of time ie for the duration of an 8 hr shift

Availability Full Time positions available

HQ is located in Columbus Ohio Ability to work East Coast hours Open availability preferred may include weekdays weekends nights and holidays

Collaboration and teamwork are highly valued within our small team within a larger organization

The ability to multitask and manage a high volume of emails calls and action items is essential to meet service level agreements SLAsSelf motivation and independence are crucial for…