Customer Support Representative - Remote

Overview

At WeSalute, we’re looking for a compassionate and customer-focused individual to join our expanding Support team as a Customer Support Representative. In this role, you’ll be the first point of contact for our valued customers, offering thoughtful, timely assistance and resolving their concerns with care and understanding. Your commitment to delivering outstanding service will help ensure that each customer feels heard, supported, and valued.

In Short

• Respond to customer inquiries via phone, email, and chat in a timely, efficient and professional manner.
• Troubleshoot customer issues, identify root causes, and provide effective solutions.
• Guide customers on product usage, features, and best practices to enhance their experience.
• Effectively communicate the value proposition of the program to customers considering cancellation, offering targeted promotions when necessary to reinforce its benefits.
• Escalate complex issues to Team Leads when necessary.
• Account retention through inbound and outbound channels.
• Document customer interactions and maintain accurate, up-to date records in Kustomer.
• Contribute to the knowledge base by sharing valuable insights and helpful feedback.
• Stay up-to-date on product updates, company policies, and department needs.
• Identify opportunities to improve customer experience and service delivery.
• Collaborate with other departments to ensure seamless customer support.
• Maintain a positive and professional attitude even in challenging situations ensuring trust and value for our members.

Requirements

• Excellent communication skills (written and verbal) with strong phone etiquette.
• Adaptable and friendly demeanor.
• Able to adapt to new workflows and maintain composure under pressure.
• Proven ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM software and support ticketing systems.
• Ability to work independently while also thriving in a collaborative team environment.
• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Experience in a customer-facing role is highly preferred.
• Technical knowledge is a plus.
• Sales experience or familiarity is a plus.

Benefits

• 40mbps download internet speed requirement.
• 10mbps upload internet speed requirement.
• Backup plans for internet or power outages.