Customer Support (Inbound/Outbound)

About Prepared Hero

Prepared Hero is an innovative DTC Ecommerce brand dedicated to equipping individuals with high-quality, reliable products for unexpected situations. Our range extends across various categories, ensuring our customers are prepared and confident to face any unforeseen circumstances in their daily lives.

As a trailblazer in the industry, Prepared Hero is committed to providing a seamless, user-friendly shopping experience, ensuring our customers have easy access to our life-saving and convenient products. We stand for readiness, quality, and a customer-centric approach, promising peace of mind and preparedness. Our mission goes beyond transactions; we aim to educate and empower communities to be their own heroes.

About the role:

As a Customer Support Specialist, you will be crucial in delivering outstanding service to our customers through inbound and outbound phone interactions. Reporting to the Customer Support Manager, you will be responsible for handling customer inquiries, resolving issues, and providing information to enhance overall satisfaction and increase revenue. Your primary responsibilities will include managing phone-based support and sales, addressing customer concerns efficiently, maintaining accurate records of interactions, and contributing to a positive customer experience. Your role is essential in ensuring timely and effective responses to customer needs and fostering strong relationships through excellent communication skills.

What you will do:

• Handle inbound and outbound phone calls professionally, providing accurate information, resolving customer inquiries, and effectively addressing concerns.
• Conduct outbound sales calls to potential and existing customers, promoting products, and identifying opportunities for upselling or cross-selling to enhance customer engagement and revenue.
• Serve as a key point of contact for customers, advocating for their needs and ensuring their issues are resolved to their satisfaction. Strive to exceed customer expectations through personalized and timely support solutions.
• Manage complex customer inquiries or complaints by utilizing your knowledge and available resources to resolve issues efficiently and effectively.
• Maintain and update accurate records of all phone interactions, including call details and resolutions, to ensure thorough documentation and follow-up.
• Monitor personal performance metrics such as call handling times, resolution rates, and customer satisfaction scores, and implement strategies to improve individual efficiency and effectiveness.
• Collaborate with other departments as needed to resolve customer issues, share feedback, and enhance overall customer service processes.
• Participate in training sessions and stay informed about best practices and emerging trends in customer service to continuously improve your skills and knowledge.

What we are looking for:

• 2+ years experience in a customer support role, with a demonstrated ability to handle both inbound and outbound phone interactions effectively. 
• Language skills: Strong English Fluency.
• Exceptional interpersonal and communication skills, with the ability to effectively interact with customers over the phone and collaborate with internal stakeholders.
• Strong problem-solving abilities and the capability to manage challenging situations with diplomacy and tact. 
• Proven track record of achieving performance metrics related to call handling, customer satisfaction, and sales goals.
• A commitment to delivering a superior customer experience and a proactive approach to continuous improvement and personal development.

• PTO + Regional Holiday time off

• End-of-year bonus;
• Wellness & workspace budget;
• Fully remote position with a fixed schedule: 11am-7pm EST (Monday to Friday)