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Customer Support Specialist
2 months ago
We are seeking a highly motivated individual to join our team as a Customer Support Representative-II. This role is critical in delivering exceptional service, troubleshooting issues, and ensuring operational excellence in our Live Operations team.
Key Responsibilities:
- Proactively identify and troubleshoot issues related to deliveries, implementing mitigation strategies to ensure error-free operations.
- Communicate with delivery drivers and merchants to address concerns and provide real-time support.
- Spearhead the execution of workflows to ensure service level agreements (SLAs) are consistently met.
- Monitor and track operational performance, identifying trends and providing insights to improve processes.
- Collaborate with cross-functional teams to enhance service quality and ensure smooth operations.
- Develop deep expertise in company products, tools, and processes, serving as a subject matter expert.
- Maintain high standards of customer service by responding to issues with urgency and empathy.
Requirements:
- Bachelor's degree or equivalent experience in a related field.
- 2+ years of experience in a fast-paced customer service environment, preferably within technology, hospitality, or healthcare industries.
- Strong communication skills, with the ability to convey information clearly and empathetically.
- Effective problem-solving skills and the ability to handle complex, undefined issues independently.
- Technical fluency, with a typing speed of at least 40 WPM.
- Proficiency in using tools such as Google Sheets, with above-average technological proficiency.
- Flexibility to work remotely between time zones (ET-PST) and availability from 8am-6pm CST, Monday-Saturday.
- Familiarity with G-Suite, Slack, Atlassian, and Salesforce.
- Experience in the healthcare industry.
What We Offer:
- Comprehensive healthcare coverage (medical, dental, and vision plans).
- Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity).
- 401(k)-retirement savings.
- Life & disability insurance.
- Employee assistance program.
- Identity theft protection.
- Legal support.
- Auto and home insurance.
- Pet insurance.
- Employee discounts with preferred vendors.
About Us:
Russell Tobin & Associates is a leading minority-owned professional and technical recruitment and staffing advisory organization. We connect top talent with companies, providing tailored and swift sourcing solutions to fulfill client hiring needs.
We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.
