Customer Support Associate

Career ജീവന at Compass Experience Labs

A great place to work.

Current job opportunities are posted here as they become available.

This is a remote position supporting.enemy 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.

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t 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 колич. 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.

• 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

• 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 fly
• Able to learn andreglo 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 caller’s 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 status 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.

• 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.
• 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
• Experience working remotely is preferred.
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for personnages of an 8 hr shift)

• 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
  
  Force to meet service level agreements (SLAs).
• Self-motivation and independence are crucial for success in this role.
• Strong oral and written communication fiestas are necessary to…