Customer Service Representative - Kentucky - Remote | WFH

Job Title: Customer Advocate

Are you passionate about delivering exceptional customer service and looking to be part of a dynamic and growing team? We're seeking a motivated and detail-oriented Customer Advocate to join our team. If you thrive in a fast-paced environment and are eager to make a difference, we'd love to hear from you...

What You'll Do

As a Customer Advocate, your primary mission will be to ensure our customers have a seamless and positive experience. You'll handle inbound and outbound communications via phone, email, chat, and other platforms, working to resolve issues and provide solutions. Your goal is to create a smooth journey for our customers from the moment they consider placing an order until they receive their products.

Key Responsibilities
• Respond to customer inquiries in a friendly and professional manner across various channels, including phone, email, and chat.
• Utilize upselling techniques to enhance the customer experience.
• Address customer issues effectively on the first contact and update detailed notes to maintain comprehensive customer records.
• Stay informed about our products and services to provide accurate information.
• Adhere to quality assurance standards and meet key performance indicators (KPIs).
• Place outbound calls as needed and prevent cancellations or returns.
• Escalate complex issues to management when necessary.
• Maintain knowledge of internal systems and standard operating procedures (SOPs).
• Monitor customer feedback and report trends to management.
• Assist with special projects and training new team members as needed.

What We're Looking For
• High school diploma or GED.
• At least 2 years of experience in a customer service or call center role.
• Comfort with upselling and a strong ability to handle multiple systems and tasks simultaneously.
• Excellent communication skills, both verbal and written.
• Ability to work independently while contributing to a team environment.
• A proactive mindset and openness to change and feedback.
• Reliable attendance and a commitment to achieving KPIs.

Additional Requirements
• A computer, webcam, and USB headset (wireless headsets are not permitted).
• Reliable Wi-Fi and a quiet, distraction-free workspace.
• Successful completion of a background check and credit check (details provided).

What We Offer
• 100% remote work opportunity.
• Competitive pay with bonus potential.
• Comprehensive medical, vision, and dental coverage.
• 401(k) with company match.
• Generous PTO and paid parental leave.
• Employee referral bonuses and student loan repayment assistance.
• Professional development opportunities and volunteer time off.

Skills And Abilities
• Strong organizational skills and ability to manage multiple priorities.
• Excellent problem-solving abilities and attention to detail.
• Adaptability and eagerness to learn in a fast-paced environment.

Physical And Mental Demands
• Ability to sit for extended periods, perform repetitive motions, and use a computer for long hours.
• Specific vision requirements include close, distance, and peripheral vision.

Work Environment
• A well-lit, climate-controlled office environment with routine office equipment.
• Noise level typical of an office setting.

Note: We are currently hiring in specific states. If you meet the qualifications and are excited about this opportunity, we encourage you to apply!

Employment Type: Full-Time

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