Customer Support Agent

2 weeks ago

Los Angeles, United States RRS Full time
Company Description

The RRS Company and its affiliated entities, the RRS, have offered real estate development-related services to investment grade clients for decades. These services are focused on providing site acquisition, architectural services and development management for commercial offices and industrial properties. Our customers receive innovative integrated enterprise solutions for all building services. As part of this integrated process, our company can provide impactful consultation services on the marketing and financial aspects of a real estate development project and Facility Solutions.

But that's not all...we also provide a full range of benefits to help our employees achieve financial, emotional, mental, and physical well-being including supporting their own communities through Making Lives Better with RRS,Inc (MLBA). MLBA is our award-winning, in-house non-profit charity that's focused on empowering people through mission-focused work.

Job Description

An exciting opportunity to join our Global Service Desk team We're looking for someone who can speak and write in fluent English and Spanish to join the team providing tier two (more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat. In this role you will be taking care of a variety of challenges and from your direct contribution will assist our customers so they can continue their day-to-day business smoothly.

When joining our team be prepared to learn a lot, laugh a lot but most of all be included in our RRS family. Our Service Desk is an environment which is constantly changing and where you really can make a difference. Our atmosphere is welcoming, and your colleagues are driven and involved. RRS is a company where there is room for personal development and where improvement proposals are highly appreciated. If you are someone who is looking for their next challenge, eager to learn, open to shift work, have an eye for detail and with experience in customer support. By applying to this position, your application is automatically considered across multiple locations.

May include remote opportunities in the following states: AZ,CA, FL, IL, IN, KS, MI, MN, TN, TX, UT, . No relocation assistance is provided.

Qualifications

Customer Support
  • Provides tier two(more complex) support on customer requests, inquiries, and/or questions through email, phone, or live chat troubleshoot, document, escalate, and manage trouble resolution in the best interest of the customer and company
  • May also have involvement in escalation support at the tier 1 and 2 levels
  • Handles more complex issues and customers
  • May handle some specialized functions such as 1st level billing support, portal onboarding and simple GAM requests
  • May provide support in 1 or more languages
  • Works on tasks outside of the queue as assigned by management
Process (Improvement/ Development/ Management/ Documentation)
  • Consumers of process documentation
  • Identifies and recommends modifications to current process and procedures
  • May log incidents related to production bugs
  • May track to resolution and follow up on incident
Business Systems
  • Develops knowledge of and learns business systems (e.g., Siebel , CSC, ECP) within the GSD
  • Provides suggestions for improvement and helps with the coaching/development of GSD agents
Qualifications and Skills
  • Fluent Written and Verbal, in Spanish as well as English (other languages a bonus)
  • Proven years experience in senior customer support/ service role
  • Bachelor's degree preferred


Additional Information

U.S. APPLICANTS ONLY: The salary for this position is anticipated to range between $24.00 - $30.00 per hour. This range is a good-faith estimate, based on the qualifications necessary for the position, including experience, training, and other considerations permitted by law. Factors that may be used when making an offer may include a candidate's skills, experience, and geographic location, the expected quality and quantity of work, and internal pay alignment, as needed. Most candidates will start in the bottom half of the pay range. The upper end of the range will generally be reserved for candidates with extensive experience. An employee's pay history will not be a contributing factor where prohibited by local law. In addition to monetary compensation, we offer a competitive benefits package, including Medical/Dental/Vision insurance, Company-matching 401(k), Employee Stock Purchase Program, and Tuition Reimbursement, in addition to other programs and perks.

Work Authorization: Permanent Authorization to work in the U.S. is a precondition of employment for this position. RRS will not sponsor applicants for work visas in connection with this position. Future sponsorship will not be considered.

We anticipate the application window for this opening will close on: 10/17/2024

RRS is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law.

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