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Customer Support Representative

Sales | Tempe, AZ | Full Time

Job Description

Your Role & Mission

ReputationDefender® provides online reputation and digital privacy solutions for individuals and businesses. 

We are looking for an energetic individual who is looking for a position as a Customer Support Representative to support our growing team. The Customer Support Representative will provide generalized product and service information to our current and prospective customers. Respond to and resolve customer’s problems and complaints, handle escalations, and assist with lead generation, sales orders, and more. 

COVID-19 Information: The Customer Support Representative is a full-time role 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 immediate term and must also be willing to work onsite in our Tempe, AZ office once we are able to return safely.

 

WHAT WE OFFER:

  • Competitive Group Health and Insurance plans, including 401K

  • Friendly work environment

  • Monthly lunch stipends

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 the 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 the 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

DETAILS OF POSITION:

  • Full-time non-exempt role reporting to the Account Development and Customer Support Manager based in Tempe, AZ

  • During COVID, you will be working remotely from home but will be required to work in-office at our Tempe, AZ location when it is safe to do so.

  • Availability to work a scheduled shift consistently during the hours of 9:30 am-6:30 pm & 7:30 am-5:00 pm MST, Monday through Friday. Each shift includes rotating Saturday shifts of 7:00 am - 3:30 pm MST. Scheduled shifts are subject to change slightly due to Daylight Savings Time.

  • Competitive compensation and benefits package including health care, paid vacation, and 401k.

  • You will receive training, mentorship, and resources in order to be successful.

 

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