Customer Support Representative Position at Community Phone
About the Role:
Community Phone is on the lookout for a dynamic and customer-centric individual to join our team as a Customer Support Representative. In this role, you will play a pivotal part in ensuring the satisfaction of our landline users. As the first point of contact for many of our customers, you will have the opportunity to make a significant impact by delivering exceptional support and building lasting relationships.
**Responsibilities:**
**1. Customer Concerns Tracking and Addressing:**
As a Customer Support Representative, you will be responsible for monitoring and addressing customer concerns. This involves actively tracking customer feedback, inquiries, and complaints to identify emerging trends and address them proactively. By staying ahead of potential issues, you will contribute to a smoother customer experience and foster greater satisfaction.
2. Cross-Functional Collaboration:
Collaboration is key to success in this role. You will work closely with teams across departments, including product development, sales, and operations, to swiftly address customer obstacles and enhance overall satisfaction. By leveraging the expertise of different teams, you will be able to provide comprehensive solutions to customer inquiries and concerns.
3. Deliver Extraordinary Customer Experiences:
At Community Phone, we believe in going above and beyond to delight our customers. As a Customer Support Representative, you will be tasked with delivering extraordinary customer experiences with every interaction. Whether it's assisting with troubleshooting, providing product recommendations, or simply lending a listening ear, you will play a crucial role in ensuring that each customer feels valued and supported.
4. Cancellation Analysis and Solutions:
Understanding the reasons behind customer cancellations is essential for improving retention rates. In this role, you will be responsible for analyzing cancellation data and identifying patterns or common pain points. By gaining insights into why customers choose to cancel our services, you will be better equipped to develop targeted solutions and retention strategies.
5. Upsell Opportunity Identification:
As part of our commitment to providing value-added services, you will be tasked with identifying upsell opportunities for additional products and services. By understanding the unique needs and preferences of our customers, you will be able to recommend relevant offerings that enhance their experience and meet their evolving needs.
Qualities Desired:
1. Calm under Pressure and Rapport-Building Skills:
In a fast-paced environment, the ability to remain calm under pressure is invaluable. As a Customer Support Representative, you will need to navigate challenging situations with poise and professionalism while building rapport with customers to foster trust and confidence.
2. Adaptability and Excellent Communication Skills:
Each customer interaction is unique, requiring adaptability and effective communication. Whether it's explaining complex technical concepts in simple terms or empathizing with frustrated customers, you must be able to tailor your communication style to suit the needs of the individual.
3. Multitasking Abilities and Organizational Skills:
Juggling multiple tasks and priorities is par for the course in this role. From managing incoming customer inquiries to coordinating with internal teams, strong multitasking abilities and organizational skills are essential for success.
4. Proficiency with Customer Support Tools:
Experience with customer support tools such as Zendesk, Hubspot, or similar platforms is highly desirable. Proficiency in these tools will enable you to streamline support processes, track customer interactions effectively, and provide timely and accurate assistance.
Compensation:
In recognition of your contributions, we offer a competitive compensation package, including a base salary of $6/hour with additional commission potential. Additionally, you will have access to ongoing training and development opportunities to support your professional growth and advancement within the company.
Shifts:
Our customer support team operates on US timezone-based shifts from 9 am EST to 9 pm EST, with weekend work on a rotating basis. We understand the importance of work-life balance and strive to accommodate our team members' schedules to the best of our ability.
Community Phone Culture:
At Community Phone, we pride ourselves on our customer-obsessed culture and our commitment to excellence. We value traits such as curiosity, efficiency, bias toward action, transparency, and a caring mentality. We foster a culture of continuous learning, open communication, and support, where every team member is empowered to contribute their unique talents and perspectives.
