Customer Support Specialist II 

Job Description

REQUIREMENTS

• Strong communicator – A patient, kind, and empathetic listener and a skilled writer who is eager to understand where people are coming from and help them as much as possible.
• Resilient – Energized by the opportunity to speak with customers over the phone, up to five hours a day.
• High degree of personal responsibility and ownership in helping customers – A punctual, trustworthy, and reliable professional who goes above and beyond to provide the best possible customer support. Eager to work on a team and create respectful, supportive relationships with teammates and customers. An absolute love for helping people!
• Previous professional experience working in hospitality or customer service, and/or personal or professional experience working with people with disabilities, vulnerable older adults, or people in recovery from addiction.
• Ambitious and oriented to learning – Excited to learn and navigate new tech platforms, systems, and processes; interested in learning from feedback and dedicated to improving your skills. An optimist who maintains a positive attitude when faced with a challenge or problem.
• Familiar with remote work and technology
  • Understands how to use a Mac computer, external monitors, and computer accessories to efficiently help our customers.
  • Has a strong internet connection that can support working from home, and knows how to troubleshoot internet and/or technical issues if needed.
  • Experience using a CRM and ticketing tools like Zendesk, and navigating multiple systems simultaneously while supporting customers.

RESPONSIBILITIES

• Provide exceptional support to our customers via phone, email, and live chat.
• Support two of our distinct customer types:
  • Cardholders who depend on our client’s Card for their daily financial needs, and are often in situations where getting it right really matters.
  • Card Administrators, responsible for funding and managing our client’s Cards. Card Administrators can be professionals, managing hundreds of cards for their clients, or consumers, managing a card for a loved one
• As an expert in our client’s Card’s capabilities, you will be responsible for knowing the ins and outs of the product, empowering customers to utilize our website and mobile app to their fullest potential, based on their unique needs.
• Learn and embody our client’s Voice” – our unique way of communicating with customers without the use of scripts.
• Share customer feedback and experiences with the team.
• Proudly represent our company, which is known for providing top-notch customer support.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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