Customer Support Representative

ReputationDefender® provides online reputation and digital privacy solutions for individuals and businesses. We are currently accepting applications for Customer Support Representatives to support our current and prospective customers. Customer Support Representatives at ReputationDefender provide generalized product and service information, respond to and resolve customer’s problems and complaints, handle escalations, and assist with lead generation, sales orders, account questions, billing issues and cancellations, in addition to other customer queries. 

WHAT WE OFFER:

• Competitive Group Health and Insurance plans, including 401K

• Paid Lunches

• Friendly work environment

COVID-19 INFORMATION:

The Customer Support Representative is a full-time position assigned to work in our Tempe, AZ office location. However, ReputationDefender's Tempe office is currently closed due to COVID-19. We will interview, hire, onboard, and train for this position entirely remotely to ensure the safety of our candidates and employees during the coronavirus outbreak. Candidates must be prepared to work remotely from home for the short-term and must also be willing to work onsite in our Tempe, AZ office once we are able to return safely.

RESPONSIBILITIES:

• Receive and respond to inbound phone calls, email and live chats; gather and verify required information from customers and prospects

• Utilize computer technology to handle simultaneous call, case, email, and live chat volumes

• Act as the company gatekeeper; greet customers warmly and ascertain problem or reason for calling

• Actively listen to the customer, taking their request for product, services or support

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Explain the technical details of the company’s products and services

• Attempt to persuade customer to reconsider cancellation

• Cancel or upgrade accounts

• Assist with placement of orders, refunds, or exchanges

• Provide information to the customer and place appropriate notes in Salesforce indicating exactly what action was taken or needs to be taken

• Learn and retain a thorough working knowledge of all existing and new products and services

• Assist customers in completing website sales transactions 

• Otherwise assist the Customer Support Team as instructed to ensure consistent support is available to our customers

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent work experience

• 1 year + of work experience in a customer service/phone support role 

• Excellent written and verbal communication skills, including use of proper grammar and appropriate tone and flow

• Ability to listen attentively and to use information provided by customers to tailor responses and actions to meet their specific needs

• Computer literacy, including working knowledge of Google Suite and Salesforce

• Strong customer service, analytical, and decision-making skills

• Ability to work in a fast-paced environment

• Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness

• Ability to multi-task and carry on multiple conversations at the same time via phone and chat

• Strong personal computer and web browsing skills

• Advanced knowledge of the Internet and Internet search technologies

• Ability to perform basic mathematical functions

• Ability to type 45 wpm minimum with accuracy

• Ability to effectively interact with employees at all levels of the organization and with people from diverse backgrounds

• Availability to work a scheduled shift consistently during the hours of 7:30am-4:00pm MST, Monday through Friday. Each shift includes rotating Saturday shifts of 7:00am - 3:30pm MST. Scheduled shifts are subject to change slightly due to Daylight Savings Time. 

ReputationDefender is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.