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Customer Service Associate

3 months ago

Columbus, United States Compass Experience Labs Full time
Job DescriptionJob Description

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.

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 through email, chat, phone, 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:

  • Candidates will be working on a premium hair care account. They should be passionate about beauty and be willing to make product recommendations via a consultative approach.

  • Compassionate, detail oriented, friendly, open-minded, and eager to help people

  • 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 customer’s problem

  • 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

Availability:

  • Full Time positions available

  • Open availability preferred, may include weekdays, weekends, nights and holidays

  • HQ is located in Columbus, Ohio

  • All candidates hired will spend the first few weeks after completing training working emails and chats.

  • The job 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.

  • 100% show rate for training is required. Agents must attend training every day with cameras on and be active participants

  • Training is 2 weeks of classroom material + 1 week of nesting

Qualifications and Physical Requirements:

  • 6 months - 3 years of contact center experience required within the last 2 years

  • High school diploma or equivalent

  • Familiarity with CRM systems and practices. Salesforce experience is a plus.

  • Has experience working remotely

  • Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing

  • 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

  • Ethernet Hookup strongly preferred

  • Agent must have backup location / internet available in case of outage

    • All agents must have a working camera to be used during training sessions and 1:1 conversations

    • Agents must have a working headset with a microphone

Why Compass:

  • This is a contract position, offering competitive wages

  • Career development training, and we promote from within - there are growth opportunities here

  • Fun, fast growing company - come as you are

Benefits:

  • $13 starting wage

  • Career development training, and we promote from within - there are growth opportunities here

  • Major medical, vision, and dental available through Cigna after your first 60 days of employment, supplemental benefits and Employee Assistance Program too

  • Fun, fast growing company - come as you are