[Hiring] Customer Support Associate @Compass Experience Labs

Role Description

As part of the Compass Experience Team, you will:

• Respond to customers primarily through phones as well as through email, chat, text, and social channels while creating memorable service interactions.
• Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice.
• Build a strong understanding of your assigned brand’s products, procedures, and resolutions.
• Work collaboratively with team members to offer encouragement, provide answers, present customer insights and trends.

Qualifications

• Compassionate, detail oriented, friendly, open-minded, and eager to help people.
• Able to solve problems quickly and creatively - we often need to think of solutions on the fly.
• Able to learn and adapt to changing software (being tech savvy is a must).
• Excellent at communication - both written and verbal.
• Able to adhere to a set schedule and be productive independently.
• Ability to upsell / offer relevant products and services to existing customers.
• Ability to utilize multiple systems and resources to find a solution to the caller’s problem; multitasking is key.
• Ability to adhere to strict schedule adherence (not just attendance, this includes limited unscheduled breaks, returning from scheduled breaks/lunches on time, adhering to expected handle time for calls once ramped).
• All agents must have a quiet workspace where they will not be interrupted or overheard.
• All candidates who are hired will spend the first few weeks after completing training handling emails and chats. Once they become proficient in emails and chats, they will transition to phone support as part of their regular job responsibilities.
• Phone support will be a daily requirement and will require 85% or higher schedule adherence (meaning that they take minimal unscheduled breaks).
• This is a high volume program. Candidates should expect to be on back to back calls throughout their day with limited down time.

Requirements

• Full Time positions available.
• Open availability preferred, may include weekdays, weekends, nights and holidays.
• 100% show rate for training is required. Agents must attend training every day with cameras on and be active participants.
• Inbound Phone, Chat, SMS, Email, and Social Media channel experiences are a must.
• High school diploma or equivalent.
• Call center experience must be within the last 2 years.
• 1+ year inbound phone experience required.
• Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing.
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr. shift).

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection and back up internet to support systems and possess a Windows Computer with a working webcam. Download and upload speed must be at least 80MBPS.
• All agents must have a working camera to be used during training sessions and 1:1 conversations.
• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop.
• Agents must have a working headset with a microphone; speakers are not permitted for use while on calls.
• Processor: Intel Core i5 11th generation (2021 and up) or AMD Ryzen 5 5000 series or newer.
• Memory: 16 GB and up.
• OS: Windows 32-Bit and 64-Bit (Windows 11).
• All agents will be required to install third-party software in order to run the screen capture module:
• Screen Capture Module l Microsoft Windows Installer 2.0 or later.
• Microsoft Visual C++ 2019 Redistributable 32-bit.
• Microsoft .NET Framework 4.6.2 or 4.7.x.
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.

Benefits

• A fully remote work environment.
• This is currently a full time position, offering competitive wages.
• Comprehensive training on our products and services.
• Career development opportunities, including internal promotions.
• A positive and growing work culture that values diversity and inclusivity.