What are the responsibilities and job description for the Customer Support Representative - Remote position at LawnStarter?
LawnStarter is the nation's leading on-demand marketplace for lawn care and related services, allowing hundreds of thousands of customers nationwide to book a service with the tap of a button. But lawn care is only the beginning - our vision is to become the one-stop shop for all home services.
Our company is flourishing at an incredible pace, profitable and achieving remarkable success. And we're not stopping there! We're actively seeking talented and hard-working individuals like you to join our team and help us achieve our ultimate vision.
Responsibilities :
Rotation between inbound and call back queue calls, chat, email support.
In this position, you will be taking over 300 contacts a week. These will be supporting both our customers and our providers on various operations-related issues. Our average handle time is around 10 minutes
Our hours of operation are Monday - Friday, 6 am - 10 pm CST, and Saturday - Sunday, 7 am - 6 pm CST.
We offer 8hrs per day for a max of 5 days per week (40hrs) during those hours.
You will explain our services and policies, work to create a great service experience, and provide support for app navigation, payment details, scheduling, and issue resolution.
You should have an understanding of how to connect with a Western individual and be skilled at problem-solving, building rapport, and offering empathy.
What we are looking for :
Empathetic to customers, knows how to use soft skills to establish rapport and diffuse difficult situations.
Ability to work efficiently and creatively to solve problems by utilizing all available tools and resources.
Active listener who can interpret a problem, determine an approach to solve, and main call control.
Ability to adhere to a schedule
Adaptable to change
High productivity at defined proficiency levels
Willingness to receive and act on feedback from the leadership team
Works with integrity and collaborates with team.
Requirements
Must be able to work weekends if needed.
High school graduate required, some college preferred.
EXCELLENT written and verbal English skills, conversationally fluent.
Experience of at least 1 year in a customer contact center environment, supporting United States customers.
Knowledge of ZenDesk a plus.
Prior experience using CRM and VoIP software is a plus, knowledge of Google Suite is preferred.
Computer, laptop or desktop with a camera (8GB RAM, Corei5 Processor), with a noise-canceling headset. We cannot use chrome books, tablets, ipads, or cell phones as they are not compatible with our phone system. You will also need 2 monitors.
Consistent power source; and reliable internet connection (25 Mbps, with a backup connection of 10 Mbps) in a quiet space that is free from distractions to work
Preferred ISP / Internet providers are PLDT (#1) or Converge (#2)
Back up power and internet supplies to ensure you are able to complete your full shift
Willing to work US hours and weekends; and amenable to working in rotating shifts
Compensation & Benefits
Work from the comfort of your own home
4.50-$6.50 / hr. $4.50 USD base, but ability to earn up to an additional $2 / hr in incentive pay.
Great Culture : One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That's why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.
Summary
Company name : LawnStarter
Remote job title : Customer Support Representative
Job tags : Customer Support, Call Center, Problem Solving
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Customer Support Representative - Remote?
Sign up to receive alerts about other jobs on the Customer Support Representative - Remote career path by checking the boxes next to the positions that interest you.
