Customer Support Representative - Remote

Overview

Zola is looking for upbeat, organized, and empathetic individuals to join our team as a Customer Support Representative. As an agent, you will help newly engaged and recently married couples navigate their wedding planning journey as well as provide support for their wedding guests, family and friends.

In Short

• Manage a high volume of inbound phone calls [30-50 calls per agent per day]
• Continually meet productivity expectations (min. 7 contacts per hour & 90% CSAT)
• Ensure customers receive a quick response time by staying on top of assigned tickets
• De-escalate situations involving dissatisfied customers, offering patient assistance
• Provide education and troubleshooting of product features and site navigation
• Collaborate with other agents to identify pain points and brainstorm solutions
• Leverage technology and creative thinking to improve overall customer experience
• Be an empathetic ear as couples navigate what is one of the most joyful and exciting, yet stressful experiences of their lives!

Requirements

• The ideal candidate must have at least 6 months of experience working in a call center, e-commerce, customer service, retail, hospitality, or a related industry
• Verbal and written fluency in English is required
• Acute attention to detail and process
• Ability to remain cool, calm, collected, and organized, even in times of high volume
• Ability to empathize is a must — wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests
• Must be proficient with computers – able to navigate multiple tabs, and learn new programs quickly. Experience working with Mac software is highly desirable.
• Ability to represent Zola and be the voice of the company while handling customers in a professional manner

Benefits

• Opportunity to convert into a full-time offer based on role availability and overall performance