Text Message Marketing - Customer Support Specialist (Level 1)

Role Details
Type of Support: Omnichannel
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: Hybrid, Remote
Expected start date: January 23, 2025

The Role
As a Customer Support Specialist I, you will serve as the primary point of contact for customers through various communication channels, including email, chat, and phone. You are expected to deliver exceptional support, resolve customer issues efficiently, and contribute to enhancing the overall customer experience.
What You'll Do

• Respond promptly and professionally to customer inquiries across email, chat, and phone.
• Resolve customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a strong understanding of the company’s products, services, and policies to provide accurate information to customers.
• Escalate complex issues to the appropriate department or team while ensuring a seamless customer experience.
• Document all customer interactions and transactions in the CRM system, ensuring data accuracy.
• Proactively identify opportunities to improve customer experience and share feedback with the team.
• Meet performance metrics such as response time, resolution time, and customer satisfaction scores.

What We Expect From You:

• At least 2 years of experience in a customer support role, with a focus on omnichannel support.
• Proven expertise in handling high volumes of customer interactions effectively.
• Excellent written and verbal communication skills in English.
• Strong problem-solving skills with attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Customer-oriented mindset with a focus on empathy and professionalism.
• Ability to remain calm and professional under pressure.
• Flexible to work in shifting schedules, including weekends and holidays if required.

What You'll Get:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture is at our core

Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].