customer service agent.

job summary:
Shift(s) - Sunday - Saturday - (qty 4) 10 hour shifts 8:30am - 7:30pm 1/2 hour lunch

Travel - Remote work after 2-4 week training at 9355 John W Elliott Drive #25, Frisco TX 75033

Customer Support Specialist (Chat/Email Focus)

Are you a patient, empathetic problem-solver with a knack for technology and a calm demeanor under pressure? Join our Customer Support Operations team and be the key point of contact for our customers. This role is crucial for ensuring exceptional customer service entirely through chat and email-there are no phone calls!

What You'll Do

As a Customer Support Specialist, you will manage the full lifecycle of customer support interactions, from initial triage to final resolution and reporting. Your primary responsibilities will include:

Managing and Triage: Serve as the primary point of escalation for customer issues, efficiently triaging and managing all incoming customer issues and inquiries via chat and email.

Resolution and Documentation: Resolve customer issues and close out support cases promptly. Accurately document and report on all customer care issues.

Communication: Clearly communicate key activities and reports to the customer as required. Serve as the primary liaison between customers and internal/external stakeholders for day-to-day issues.

Monitoring & Reporting: Monitor key customer metrics and provide daily reports on performance. Produce comprehensive end-of-day reports on daily operations and ongoing issues.

Process Improvement: Identify persisting operational issues and escalate them appropriately to improve efficiency and uphold customer care policies.

Feedback & Administration: Generate weekly customer surveys and collect valuable customer feedback. Assist with general office administration and stock/inventory management.

What You'll Bring

We are looking for a highly capable and emotionally intelligent individual who thrives in a fast-paced environment.

Required Skills & Experience

Strong Communication: Exceptional written communication and interpersonal skills, essential for effective chat and email support.

Technical Proficiency: Proficiency with computers and various software applications.

Problem-Solving: Proven ability to quickly analyze complex situations and provide effective solutions.

Multitasking & Composure: The ability to effectively multitask and remain calm under pressure while managing multiple customer cases simultaneously.

Key Personal Qualities

Empathy & Patience: A high degree of empathy and patience to understand and address customer concerns with a supportive attitude.

If you're ready to make a significant impact on customer satisfaction in a non-traditional support environment, we encourage you to apply!

 
 
location: Frisco, Texas
job type: Solutions
salary: $20 - 21 per hour
work hours: 9am to 5pm
education: No Degree Required
 
responsibilities:
Point of Escalation for Customer for the Customer Support Operations.

Responsible for Communicating key Activities and reports to the customer whenever required.

Managing and triaging incoming customer issues and enquiries

- Resolving issues/ closing out cases

- Documenting and reporting on customer care issues

- Monitoring key customer metrics and reporting on a daily basis

- Communicating with internal and external stakeholders on day to day issues

- End of day reporting on daily operations and ongoing issues

- Identifying persisting operational issues and escalating appropriately

- Upholding customer care policies

- Generating weekly surveys and collecting customer feedback

- Office administration

- Stock and inventory management

 
qualifications:
strong communication and interpersonal skills, problem-solving abilities, and proficiency with computers and various software. Key personal qualities are empathy, patience, and the ability to multitask and remain calm under pressure.

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.