Customer Care Agent - Seasonal Support

Customer Care Agent - Seasonal Support

What You’ll do:

● Live our core values, including “Going Above and Beyond” and “Ownership Mindset” to ensure a “Wow” experience for our customers

● Easily identify opportunities to educate our customers and provide a personalized and exceptional experience

● Use strong critical thinking to correctly identify, investigate, and resolve issues for our customers efficiently and expeditiously

● Communicate clearly both verbally and written to all customers, including children, parents, teachers, and admins

● Document all customer interactions appropriately and thoroughly

● Will be cross-trained to assist in basic technical support within all lines of business

● Act as a primary point of contact in assisting customers with questions and solving issues

● Clear and conceptual thinking with the ability to clearly articulate thoughts

● Be open to participating in special projects and workshops to perform other duties, as needed

What You’ll Need:

● Duration: August - October 2023 - Approximate timeframe, may vary depending on company need.

● The ability to work between the hours of 8 am - 8 pm Eastern Standard Time.

○ Some Saturdays may be required during peak seasons.

○ Fully remote position.

● High-Speed Internet Required - Run a free internet speed test to ensure you meet this requirement at https://www.speedtest.net.

○ Minimum 100Mbps Download

○ Minimum 10Mbps Upload speed

○ Ethernet Connection Required!

■ Must be hard wired via ethernet connection to a router – no wireless connections allowed!

● Must use your webcam during meetings and throughout training.

● Access to a quiet, secure and professional workspace that is free from distractions and background noise.

● Experience using systems such as Salesforce Service Cloud, Freshdesk, and/or Zendesk

● Experience using phone systems such as Natterbox, GotoConnect, Freshcaller, Five9, etc.

● Knowledge of Google Suite and/or Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).

● Strong customer service skills - empathetic, responsive, patient, and conscientious.

● Must be able to:

○ Work independently in a remote environment.

○ Be in a stationary position for a considerable time (sitting or standing)

○ Constantly operate a computer and company-wide programs/systems

○ Collaborate with colleagues through written communication, via conference calls, and face-to-face (whether online or in person)

○ Minimum typing speed of 30 words per minute

○ Proficient in computer navigation o Toggling between screens