Customer Support Representative

We are looking for remote customer support representatives to handle incoming customer contact for our beach gear delivery company. We receive and respond to contact via phone, email, and text message. We are hiring Phone Support and Full Support (handling both written and phone) so excellent verbal and/or written communication skills are a must. This job is 100% remote / work from home, with no office or commute.

This is a part time seasonal opportunity which will run from March through September/October, with the possibility for year round work for an excellent candidate. Shifts will be available on non-weekend days, but most of our volume is on Saturday afternoons, Sunday mornings, and Monday mornings, which means we require availability at those times (12 PM to 5 PM Eastern Saturday afternoons, 9 AM to 1 PM Eastern Sunday and Monday mornings). Beyond that, schedules are usually the same from week to week and created based on what works for you.

Pay for this position is weekly. The position starts with a temporary payrate of $11/hr. At the end of a 3 week assessment period, all Phone and Full Support representatives who still work with the company receive a raise. The permanent payrate after the 3 weeks for Phone and Full Support representatives is between $12/hr and $15/hr depending on performance during the assessment period.

We offer a variety of incentives available during our peak season (June through August). They are not finalized for 2024, but in 2023 these included:

• Two weekly $50 Visa gift card raffles based on the amount of work done in the past week.
• A monthly $300 Visa gift card incentive for the person voted most helpful by teammates ($200 for runner up).
• A $500 Visa gift card incentive for the best feedback received from a guest throughout the summer ($300 for runner up).
• Various end of season payroll bonuses to key representatives, totaling thousands of dollars.

Representatives must follow guidelines and standard operating procedures for a wide variety of situations. The ability to follow instructions in order to look up information and solve problems is key to success. The ability to quickly move from a completed or stalled task to another is also a must.

The interview process is quick and painless -- Just complete the application questions. You'll receive a response from us within 5 days, usually sooner. If you move forward, the response will include a short questionnaire that usually takes 5 minutes. The final step is a 15-30 minute audio interview after which an offer will be made to select candidates.

Must reside in one of the following states: Florida, Georgia, North Carolina, South Carolina, Ohio, Texas, or Tennessee. My hands are tied and I cannot hire from any states other than these, even if you live close to the border or used to live in one of those states.

Perks/Benefits

• Flexible schedule -- At least one week's notice before we make any changes to your schedule, and you won't be scheduled for times you've indicated you're unavailable
• Regular and positive growth-oriented coaching/learning opportunities -- No experience necessary for applicants eager to learn!
• No micromanagement, friendly and chill atmosphere
• Fully Work From Home, no cameras involved. Work in your pajamas!
• Internal chat with coworkers -- Even if you're alone in your room there's no need to feel isolated
• Consistently available incentive gift cards

Responsibilities

• Manage a large volume of incoming calls, emails, and/or text messages
• Identify and assess customers’ needs to achieve customer satisfaction
• Provide accurate, valid, and complete information using the appropriate methods/tools
• Meet personal contact handling quotas
• Handle customer complaints and provide appropriate solutions
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers

Skills

• Excellent communication skills, verbal and/or written
• Comfortable working with a computer
• Ability to adapt/respond to different character types
• Ability to multitask, prioritize, and manage time effectively -- There is pressure to handle a significant volume of customer contact efficiently

Requirements

• Reliable high speed internet connection with a minimum 5 Mbps download, 3 Mbps upload
• Windows computer capable of running multiple (5 ) Chrome tabs without slowdown -- Chromebooks and Apple computers are not compatible
• Headset compatible with computer
• Quiet work environment free from distractions
• Available to work weekends - busiest times are Saturday afternoons, Sunday mornings, and Monday mornings (12 PM to 5 PM Eastern Saturday afternoons, 9 AM to 1 PM Eastern Sunday and Monday mornings). Availability during these times is a must.
• Must reside in one of the following states: Florida, Georgia, North Carolina, South Carolina, Ohio, Texas, or Tennessee