Customer Support Agent

Overview

Key Responsibilities:

• Interact with customers professionally and empathetically to understand their needs and concerns.
• Provide prompt and accurate responses to customer inquiries via phone, email, chat, or in person.
• Act as a knowledgeable resource for product/service information and troubleshooting.

• Investigate and resolve customer complaints, issues, and requests in a timely manner.
• Escalate complex or unresolved problems to appropriate teams or supervisors as needed.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.

• Maintain a comprehensive understanding of our products/services, including updates and changes.
• Continuously update your knowledge to better assist customers with their questions and concerns.
• Create and update documentation for common customer inquiries.

• Gather and document customer feedback, suggestions, and complaints to help improve our products/services.
• Collaborate with the customer support team and other departments to address recurring issues and improve overall customer satisfaction.

• Adhere to company guidelines and quality standards in all customer interactions.
• Maintain accurate and organized records of customer interactions and issue resolutions.
• Participate in ongoing training and development to enhance your skills and knowledge.

Qualifications:

• Proven experience in customer support or a related role.
• Excellent communication skills, both written and verbal.
• Empathetic and patient attitude towards customers.
• Strong problem-solving and critical-thinking abilities.
• Ability to work well in a team and collaborate with colleagues.
• Familiarity with customer support software and CRM systems is a plus.
• Willingness to work flexible hours, including weekends and holidays as needed.

Benefits:

• Health Insurance: Medical, dental, and vision insurance options at shared cost
• Basic Life/ADD, STD and LTD benefits
• 401K plans with 3% match after 6 mo.

Perks:

• Employee Discount: Buy a Plunge on an interest-free payment plan
• Floats: 1 complimentary float per month at Capitol Floats in Sacramento or Auburn
• Health reimbursement towards gym, supplements, or other health expense
• Get Paid to Plunge*
• Monthly catered lunch gatherings include live DJ and raffle prizes
• Reimbursement available for participation in the Landmark Forum*

• conditions may apply