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Client Support Specialist
2 months ago
About HigherRing:
HigherRing is committed to being the ethical outsourcing partner for socially responsible organizations. We leverage business as a catalyst for positive change, collaborating with impactful entities to ease their burdens and further their missions. Our focus is on creating remote, meaningful employment where both our team members and clients feel valued and supported in their journey towards a more sustainable future. HigherRing proudly holds B Corp and Climate Neutral certifications and is a member of 1% for the Planet.
We are currently seeking individuals for a peer support application/platform designed to connect friends and allies who share similar experiences, providing assistance through various life challenges.
The starting hourly wage for this role ranges from $16 to $19, based on relevant experience and the cost of living in your area.
Key Responsibilities:As a member of the Customer Service & Support Operations team, you will be a proactive and enthusiastic self-starter, ready to engage in delivering exceptional customer support through various channels including phone and email. Experience or interest in mental health support and recovery programs is advantageous.
- Deliver outstanding, clear, and empathetic support to customers of HigherRing's clients through phone, email, chat, and other communication channels.
- Assist new users in navigating the client's platforms.
- Provide initial technical support for user inquiries.
- Conduct outbound reference checks for clients.
- Understand and prioritize the client's main objectives in every interaction.
- Manage incoming and outgoing communications promptly.
- Resolve customer inquiries in a personalized manner, ensuring a thoughtful experience and swift resolution.
- Strive to resolve customer issues on the first contact, escalating only when necessary and anticipating potential follow-up needs.
- Maintain organized ticket queues and support team members when possible.
- Collaborate with HigherRing Leads and Managers to deliver proactive customer service.
- Identify recurring issues and escalate them to the appropriate Lead or Manager.
- Exhibit a genuinely helpful and unbiased attitude.
- Think creatively and positively to exceed customer expectations.
- Act as a brand ambassador, embodying the values of both the client and HigherRing in every interaction.
- Reliable and dedicated work ethic.
- Strong problem-solving abilities and quick thinking.
- Excellent active listening skills.
- Ability to use positive language to assure customers that their concerns are acknowledged and will be addressed.
- Maintain a positive demeanor even during challenging situations.
- Attention to detail in written communication, utilizing professional language and spell-check for quality assurance.
- Proficient computer skills, including familiarity with multiple browsers and CRM systems.
- Fluency in English, both written and spoken; proficiency in a second language is a plus.
- Proactive communication regarding attendance and time away from work.
- A quiet, distraction-free home workspace with a door that closes.
- Direct Ethernet connection to the router/modem (no satellite or wireless connections).
- Reliable internet bandwidth of at least 50 Mbps download and 5 Mbps upload speed.
- Employee status at a mission-driven organization.
- Paid training opportunities.
- Access to medical, dental, and vision insurance programs (with 76+% of the basic plan premium covered).
- 401(k) plan with a 2% matching contribution.
- Paid sick leave and vacation available after one year of employment.
- Financial wellness and coaching programs, including 0% loans for debt reduction.
- Flexible work-from-home options, reducing carbon footprint and commuting costs.
- Opportunities for career growth and advancement in a fast-paced environment that values employee input and fosters mutual respect.
- Eligibility for the Employee Stock Incentive Plan, allowing all employees to become company owners.
Equal Opportunity Employment: HigherRing is an equal opportunity employer and does not discriminate based on race, color, religion, gender, gender expression, sexual orientation, age, national origin, disability, marital status, or military status in any of its activities or operations.
Note: Currently, we are able to hire in specific states. Please ensure you reside in one of the eligible states before applying.
