Customer support Representative

ServiceMaster • Full-time • Rexburg, ID, US • $18 - $26 / hour • 10m ago

Benefits

401(k) matching
Bonus based on performance
Dental insurance
Flexible schedule
Home office stipend
Opportunity for advancement
Paid time off
Parental leave
Relocation bonus
Signing bonus
Training & development
Tuition assistance
Vision insurance
Wellness resources
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Assume Responsibility for Customer Concerns
Diagnose Issues and Facilitate Solutions
Identify Problems: Actively listen to customer complaints and concerns to accurately identify the root cause of issues. Utilize effective questioning techniques to gather all necessary information.
Analyze Data: Review relevant data and customer history to understand patterns and recurring issues, which can help in diagnosing problems more effectively.
Collaborate with Teams: Work closely with cross-functional teams, such as technical support, product development, and sales, to develop and implement effective solutions tailored to customer needs.
Implement Solutions: Take the lead in executing solutions, ensuring that they are not only effective but also sustainable in the long term. Follow up with customers to confirm that their issues have been resolved satisfactorily.
Address Customer Feedback
Encourage Feedback: Create an open environment where customers feel comfortable sharing their thoughts and experiences. Utilize surveys, direct communication, and social media to gather feedback.
Analyze Feedback: Systematically review and categorize customer feedback to identify trends, areas for improvement, and potential opportunities for enhancement in products or services.
Respond Promptly: Acknowledge customer feedback in a timely manner, demonstrating that their opinions are valued and taken seriously. Provide updates on any actions taken in response to their input.
Implement Changes: Work with relevant departments to implement changes based on customer feedback, ensuring that improvements are communicated back to customers to reinforce their importance.
Oversee Customer Accounts
Account Management: Take ownership of customer accounts, ensuring that all interactions are tracked and managed effectively. Maintain detailed records of customer preferences, issues, and resolutions.
Build Relationships: Foster strong relationships with customers by providing personalized service and regular check-ins. Understand their unique needs and preferences to enhance their overall experience.
Monitor Satisfaction: Regularly assess customer satisfaction through follow-up calls, surveys, and feedback mechanisms. Use this information to make proactive adjustments to service delivery.
Report on Performance: Generate reports on customer account status, including metrics related to satisfaction, retention, and issue resolution. Use these insights to inform strategic decisions and improve service quality.
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This expanded version provides a more detailed overview of the responsibilities involved in managing customer concerns, emphasizing the importance of effective communication, collaboration, and continuous improvement.

This is a remote position.

Compensation: $18.00 - $26.00 per hour

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