Customer Support Associate (US)

This is a remote position supporting mainly US retail and eComm businesses. Our headquarters are located in Columbus, OH, USA in the Eastern Time Zone. Please note that this position is only open to candidates located in the locations we have operations in, which are limited to: FL, GA, MI, NC, OH, TX, WI.

Are you ready to join a fun and engaging workplace that encourages you to empower yourself and develop your career? Are you looking for a remote job where you can work from the comfort of your own home? Do you want a job where you can be yourself?

Say hello to Compass Experience Labs - it sounds like we might be a good match!

MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

As part of the Compass Experience Team, you will:
• Respond to customers primarily through phones as well as through email, chat, text, and social channels while creating memorable service interactions.
• Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice
• Build a strong understanding of your assigned brand’s products, procedures, and resolutions
• Work collaboratively with team members to offer encouragement, provide answers, present customer insights and trends

The ideal Compass Employee is:
• Compassionate, detail oriented, friendly, open-minded, and eager to help people
• Able to solve problems quickly and creatively - we often need to think of solutions on the fly
• Able to learn and adapt to changing software (being tech savvy is a must)
• Excellent at communication - both written and verbal
• Able to adhere to a set schedule and be productive independently
• Ability to utilize multiple systems and resources to find a solution to the caller’s problem-multitasking is key
• Ability to adhere to strict schedule adherence (not just attendance, this includes limited unscheduled breaks, returning from scheduled breaks / lunches on time, adhering to expected handle time for calls once ramped)
• All agents must have a quiet workspace where they will not be interrupted or overheard
• All candidates who are hired will spend the first few weeks after completing training handling Phone, Emails, SMS, chats and Social Media.
• Phone support will be a daily requirement and will require 85% or higher schedule adherence (meaning that they take minimal unscheduled breaks). Real time adherence associates monitor statuses and all day associates will be contacted if they are out of adherence.
• This is a high volume program. Candidates should expect to be on back to back calls throughout their day with limited down time.

Availability:
• Full Time positions available
• HQ is located in Columbus, Ohio
• Ability to work East Coast hours. Open availability preferred, may include weekdays, weekends, nights and holidays
• Must have at least 1-3 years of experience (within the last 2 years) providing customer support across multiple channels, including email, phone, SMS, Chat and Social Media.
• Collaboration and teamwork are highly valued within our small team within a larger organization
• The ability to multitask and manage a high volume of emails, calls, and action items is essential to meet service level agreements (SLAs).
• Self-motivation and independence are crucial for success in this role.
• Strong oral and written communication skills are necessary to effectively interact with managers, clients, and customers.
• The ability to thrive in a high-performance environment and prioritize customer service is paramount.
• Embrace the commitment to customer service and nourishes brand loyalty
• Agents must be proficient in using various computer systems, including our internal systems and the Underwriter’s CMS.
• 100% show rate for training is required. Agents must attend training every day with cameras on and be active participants
• Training is 2 - 3 weeks of classroom material

Qualifications and Physical Requirements with or without reasonable accommodation:
• High school diploma or equivalent
• Inbound Phone Experience is a must- Please ensure that your resume reflects this
• Call center experience must be within the last 2 years
• 1+ year inbound phone experience required
• Applicants must have strong internet connection to support systems
• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing
• Ability to operate a computer/laptop and a headset
• Experience working remotely is preferred.
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)

Technology Requirements: • Fast.com • 25 MBPS Download Required • An Ethernet hookup is strongly recommended. • A backup location or internet access is necessary in the event of an outage

Benefits:
• A competitive starting wage of $13 per hour
• A fully remote work environment
• All necessary computer equipment and training will be provided.
• Comprehensive training on our products and services.
• Competitive compensation with performance incentives.
• Competitive pay with performance incentives.
• Career development opportunities, including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.

If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.

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