At careerzynith, we're dedicated to empowering people with hearing loss to connect with their world. As a remote Customer Support Coordinator, you'll play a pivotal role in our mission to provide efficient and friendly assistance to our customers in an omnichannel support environment. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.
**About careerzynith**
careerzynith is a data-thirsty, outcomes-driven organization that cares deeply about our employees as much as we do our customers. We're led by a diverse crew of enormously talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). Our team includes individuals from various backgrounds, including actors, sommeliers, top-chefs, dancers, black belts, filmmakers, and countless four-legged furry sidekicks.
**The Role**
As a remote Customer Support Coordinator at careerzynith, you'll be responsible for providing top-notch support to our customers through various channels, including phone calls, emails, customer tasks, live chats, and other channels. You'll serve as a representative of our best-in-class customer care team, triaging support channels, handling administrative tasks, and ensuring seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.
**Key Responsibilities:**
* Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels
* Independently complete administrative tasks according to standard operating procedures, including:
+ Scheduling and rescheduling customer appointments
+ Processing order cancellations, returns, and warranties
+ Providing customers with shipping and order statuses
+ Placing orders for additional supplies
* Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
* Properly address and route customers' support needs, including complaints, leveraging a proficient and current understanding of careerzynith services
* Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
* Ensure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
* Act as an ambassador of the careerzynith culture by embodying our values in each internal and external interaction
**What You'll Bring:**
* 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support
* Strong written and verbal communication skills, delivered with a friendly and professional tone
* Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
* Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
* Comfort working independently and efficiently in a fast-paced, high-touch support environment
* Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails
* Ability to work one of the following schedules. Please indicate your 1st and 2nd preference within your application:
+ A: Sunday: 10am - 6pm (ET), Mon, Tue, Thu, Fri: 8am - 4pm (ET); OFF: Wednesday & Saturday
+ B: Saturday: 10am - 6pm (ET); Mon, Tue, Wed, Fri: 8am - 4pm (ET); OFF: Sunday & Thursday
+ C: Saturday & Sunday: 10am - 6pm (ET), Mon, Tue, Fri: 8am - 4pm (ET); OFF Wednesday & Thursday
+ D: Monday - Friday: 8am - 4pm (ET); OFF Saturday & Sunday
**A Sneak Peek at Our Benefits:**
* You're worth it. Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.
* Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
* Fill that well! Whether you check out America's natural treasures or just veg out on your couch, enjoy your paid time off. We encourage time off.
* Be well! careerzynith offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.
**Why Join careerzynith?**
* careerzynith is an equal opportunity employer and participates in E-Verify. If you receive an offer of employment from careerzynith, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with careerzynith.
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.