Описание

As a Customer Support Agent, you are the face of Halo Collar and the first person customers speak to when they need help. You will support Tier 1/initial customer inquiries primarily via video call, troubleshooting collar, app and connectivity issues.

Responsibilities

Answer incoming video calls, chats and emails, and move between channels as customers need
Bring a welcoming, positive and empathetic approach that shows customers we care
Lead our dog loving customers towards resolution for any issues they
Deliver service that earns positive survey responses and reviews
Diagnose and resolve issues with the Halo Collar, the Halo App, and Bluetooth, LTE and Wi-Fi connectivity
Aim to resolve issues at the first point of contact, and escalate to the right team when an issue needs highly specialized support
Record every customer interaction accurately and completely
Help spot and track recurring customer issues, and flag trends to leadership
Join weekly Quality Assurance reviews and apply the feedback
Meet with team leadership every other week to talk about performance, development and career goals
Constantly learn about products, technology, and best practices in customer support

Requirements

A strong history of providing exceptional experiences in customer facing roles (customer support, retail, hospitality, etc)
Comfort with technology and a logical approach to troubleshooting (apps, Bluetooth, Wi-Fi and cellular connectivity)
Clear, professional and friendly verbal and written communication
Calm under pressure, with the empathy and emotional intelligence to help frustrated customers
Attention to detail in your work and documentation
Reliable attendance, and the ability to work your assigned schedule
A coachable and curious mindset: you welcome feedback and use it to improve and learn
You are able to work 1 weekend day per week

Nice to have

Experience with a CRM or ticketing system
A love of dogs

We offer

Consistently positive, empathetic customer interactions and strong CSAT and QA results
Resolving issues at the first point of contact
Accurate, thorough documentation
Reliable attendance and schedule adherence
Active participation in coaching, with measurable improvement over time
Contributing insights that improve the customer experience
Team Operating hours are 9:00 AM – 8:00 PM ET, 7 days a week
You
Standard working schedule is 10am - 7pm ET
You must work one weekend day as part of your weekly schedule
Internet with download speeds of at least 100 Mbps, and upload speeds of at least 25 Mbps
You must have a dedicated, quiet workspace free of background noise, so customers can see and hear you clearly
We will provide the tools you need to thrive - training, computer, camera, keyboard, etc
Medical, dental, and vision plans, plus company-paid Long-Term Disability
401(k) with company match
Paid time off
Work remotely from anywhere in the U.S
Be part of a mission-driven, dog-loving team
Competitive compensation packages, inclusive of hourly pay, incentives, and benefits
The hourly range for this role is $19 - $22 per hour