The Customer Support Representative I is an entry-level role that provides exceptional customer support to clients via our phone, chat and email channels. This role requires coordination with team members and a professional disposition over the phone. You must possess excellent written and verbal communication skills, with the ability to convey technical information in a clear and understandable manner. This role also requires a high attention to detail and you must be comfortable troubleshooting via email and phone.
Essential Duties and Responsibilities
- Handle customer calls, chats and emails and provide accurate, satisfactory answers to their queries and concerns
- Adhere to established Customer Support Service Level Standards
- Guide customers through troubleshooting and navigating their Control Panel
- Provide support related to the setup of MinistrySafe and Abuse Prevention Systems Membership and Background Check Services
- Maintain a working knowledge of all systems necessary to perform essential job duties
- Provide coaching to customers on the operation, functionality and benefits of our system, including guidance on system upgrades and new features
- Maximize each client opportunity by uncovering additional business opportunities through educating clients on additional Training and Services offered by MS/APS
- Provide “White Glove” service by developing and maintaining strong relationships with client accounts assigned to you by leadership
- Utilize ‘scripts’ to respond to particular inquiries (i.e., legal questions/engagement)
- Communicate with other departments regarding specialty issues (i.e., Background Checks, billing and legal questions)
- Consistently provide excellent customer service and maintain extensive product and system knowledge
- Take ownership of customer needs and follow up with the customer when applicable
- Adhere to Company Core Values
Work Experience Requirements
- Excellent verbal and written communication skills with a customer-centric and empathetic approach
- Positive attitude with a genuine commitment to providing excellent customer service and creating positive customer experiences
- One year of customer support experience is preferred
- Ability to work independently as well as in a team environment
- Experience working with sensitive data and keeping information confidential
- Strong computer literacy & excellent systems knowledge
- Ability to navigate between multiple software platforms
- Excellent time management and multitasking skills
- Willingness to learn new methods, procedures, and techniques
Position Type / Expected Hours of Work
This is a full-time (35-40 hours per week) IN OFFICE position. Days of work are Monday through Thursday with hours of operation from 8:30-5 and Fridays from 8:30-3
Job Type: Full-time
Pay: $17.00 - $19.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Ability to commute/relocate:
- Fort Worth, TX 76114: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer support: 1 year (Preferred)
Ability to Relocate:
- Fort Worth, TX 76114: Relocate before starting work (Required)
Work Location: In person