Customer Care Advocate

This is a full time permanent remote position.

Job Summary: This position is responsible for fostering and maintaining positive relationships with valued FiltersFast.com customers (and FiltersFast Team members). To meet and exceed the needs and expectations of our customers through continued support and personalized service utilizing multichannel support including inbound and outbound calls, SMS, email and online chat. To provide resolution to any situation brought forth from a Filters Fast customer.

Experience Required:

· 1 year experience in customer service/call center role

· 1 year experience working in remote environment

Qualities and Skills Required:

· Exceptional customer service skills

· Exceptional desire to provide customer service

· Self-drive, focus and ability to cross the finish line

· Strong written and verbal communication skills

· Strong organizational and time management skills

· Ability to work independently and within a team setting

· Ability to work under pressure

· Strong problem-solving skills

· Dependable and punctual

· Strong attention to detail while delivering accurate results

· Pleasant demeanor with a desire to speak with and assist customers

· Ability and desire to take and make inbound and outbound calls as primary responsibility

· Excellent multitasking skills with the ability to singularly focus on individual customer during interaction

Essential Job Results:

Ensures effective, timely and complete customer support and full resolutions of all customer issues by:

· Providing an exceptional experience to all our inbound and outbound customer phone calls while maintaining a pleasant and helpful approach in all interactions, engaging our customers with every opportunity.

· Responding to emails, SMS, chats, 3rd party requests, and social media DM requests from customers and agents while displaying a courteous and professional manner.

· Fostering one contact resolution, regardless of the medium to all possible customer interactions.

· Proactively offering to follow-up with customers when one call resolution is not possible, or when warranted by situation, or is requested by the customer.

· Always displaying a proactive and empathetic approach to all interactions, including internal and external communications (i.e customers, FiltersFast team member requests, etc).

Foster and Maintain the FiltersFast Reputation by:

· Responding promptly and professionally with empathy to customer issues, concerns and complaints.

· Providing options and solutions to rectify issues for the customer.

· Escalating issues, concerns and complaints to the team lead or manager whenever necessary.

· Being an advocate for the customer when needed by understanding the issue or concern from the customer’s point of view and pursuing the appropriate solutions.

· Expressing gratitude to all customers in every interaction.

· Maintaining a minimum Quality Assurance survey score of 95%.

Continuously seek to gain product and systems knowledge to accurately advise customers by:

· Routinely and independently seeking product and process knowledge thru our website, the provided tutorials and online.

· Mimicking the customer’s experience to understand the questions and concerns they are having and identifying areas that we may improve our customers’ experience.

· Utilizing vendor websites and product data sheets to gain further knowledge.

Improve the customer’s experience, our effectiveness, and the team’s efficiency and accuracy by:

· Working with team members to review issues and obtain different viewpoints of these issues for possible resolutions.

· Thinking outside the box when approaching items and issues that occur, looking for other possible solutions and improvements

· Communicating any suggestions to the team lead or manager, or other department leaders, regarding customer experience improvements, and improvements to efficiency, accuracy, processes, website improvements, etc.

Completing all daily tasks assigned by supervisor by:

· Utilizing effective time management.

· Multitasking within the bounds of accuracy.

· Assisting team members when needed and working as a team member, as part of a team, working toward the goal of exceptional customer experience.

Mental Tasks Related to Essential Job Results:

· Multitasking

· Accuracy

· Memory

· Mathematics

· Reading (Comprehension)

· Highest quality of written and oral communication

· Judgement

Physical Demands/Special Work Environment Notes:

· Ability to work at a computer for complete shift

· Extensive typing and use of computer screens

· Ability to take a high volume of phone calls for complete shift

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• No nights

Work Location: Remote

Salary : $16 - $18