What are the responsibilities and job description for the Customer Support Associate (US) position at Compass Experience Labs?
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.
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 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 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
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 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 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 through email, chat, phone, 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
- Excellent at communication - both written and verbal
- We are specifically looking for someone with experience in email-based customer service
- Compassionate, detail oriented, friendly, open-minded, and eager to help people
- Able to learn and adapt to changing software (being tech savvy is a must)
- Able to adhere to a set schedule and be productive independently
- Ability to utilize multiple systems and resources to find a solution to the customer’s problem
- 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
- This is an Social / Email and Chat account.
- Full Time positions available
- Open availability preferred, may include weekdays, weekends, nights and holidays
- HQ is located in Columbus, Ohio
- All candidates hired will spend the first few weeks after completing training working emails and chats.
- The job 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.
- 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
- 6 months - 3 years of contact center experience required within the last 2 years
- High school diploma or equivalent
- Familiarity with CRM systems and practices. Gorgias experience is a plus.
- Has experience working remotely
- Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
- 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)
- Fast.com
- 25 MBPS Download Required
- Ethernet Hookup strongly preferred
- Agent must have backup location / internet available in case of outage
- $13 starting wage.
- Full time remote job.
- Computer and needed equipment will be provided.
- Comprehensive training on our products and services.
- Competitive pay with performance incentives.
- Career development training, and we promote from within - there are growth opportunities here!
- Fun, fast growing company - come as you are!