Experienced Technical Customer Service Representative – Delivering Exceptional Customer Experiences in a Virtual Environment

At VIPdesk Connect, we're passionate about delivering "more human" customer service that sets the standard for excellence. As a certified B-Corp, women-owned corporation, and Best Workplace winner, we're committed to team member happiness and creating a culture that cares. We're seeking an experienced Technical Customer Service Representative to join our team and provide world-class customer experiences for our clients' customers via phone, email, and chat.

About Us

At VIPdesk Connect, we believe brand loyalty is earned with every customer interaction. Each experience is an opportunity to reinforce a customer's love for a brand. And no matter how leading-edge our technology is, it will never replace the power of the one-to-one connection. It's why we have built a culture that cares. It is why our team knows how to connect with customers, human to human. We believe in creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness.

Job Summary

As a Technical Customer Service Representative, you will be responsible for providing an authentic, world-class customer experience for our clients' customers via phone, email, and chat. You will be dedicated to providing customer care and technical support for a company focused on parenting and infant wellbeing, including providing services on their intelligent products and applications on iOS and Android platforms. You will utilize a variety of resources, tools, and information to navigate customer accounts, research, and review policies courteously and professionally.

Key Responsibilities

* Handle customer requests and interactions on behalf of VIPdesk Connect clients via phone, chat, and email with phone as the primary focus and channel

• Represent a diverse lineup of products and brands committed to customer service excellence with a high level of expertise, positive energy, and a can-do spirit
• Create positive customer touchpoints via phone, chat, email, and SMS using a friendly, respectful, and professional tone while exhibiting genuine empathy
• Utilize critical thinking skills to analyze information, provide accurate troubleshooting of product and related support; diagnose and resolve issues following best practices and guidelines
• Assist with device installation, app setup, and configuration
• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues, including network connectivity and device configuration and escalating complex problems to higher support levels when necessary
• Attend training and meetings as required to stay up to date with new information about the brand, products, services, processes, and policies
• Meet performance metrics including Customer satisfaction (CSAT), average handle time, quality, productivity, etc.

Essential Qualifications

* 1+ years of demonstrated experience and success in customer service

• High School diploma or equivalent
• Technical proficiency in problem-solving and troubleshooting; has working knowledge of desktop platforms and mobile devices and has the ability to learn new technology quickly
• Effective communication skills, both written and verbal, with the ability to adjust style to customer demographics
• Polite, friendly, and courteous demeanor when engaged with customers via phone, email, SMS or chat
• Responds positively to change, accepting of coaching and feedback, embracing and using new learning to accomplish complex or difficult challenges
• Detail-oriented with a focus on quality and accuracy, and has a strong sense of urgency to meet goals
• Able to accurately document customer interaction details with limited errors
• Can type at least 35 WPM with proper spelling and grammar
• A home-office environment that is ergonomically sound and conducive to taking customer calls, internet connection, USB wired headset, router, modem, webcam, and a computer system that meets VIPdesk Connect policies and maintenance requirements, including system upgrades as applicable, which may change over time
• Currently reside in AR, AZ, FL, GA, IL, IN, KY, MD, NC, NM, NV, OH, SC, TN, TX, UT, VA, or WI

Preferred Qualifications

* Experience in a virtual contact center environment

• Experience with troubleshooting apps on both iOS and Android platforms preferred

Training Requirements

Virtual training starts March 22, 2024, from 12pm–7pm ET, Monday–Friday. Training is paid.

Compensation & Benefits

$16.00 per hour for a Technical Customer Service Representative, Level 1. Our benefits package for full-time team members includes, but are not limited to medical, dental, and vision insurance, paid time off, flexible spending accounts, and life insurance.

Why Join Us?

At VIPdesk Connect, we're committed to creating a supportive workplace where we listen to one another, feel comfortable sharing ideas, and work together to achieve our goals. Our positive energy leads to team member innovation, creativity, and happiness. We're proud to be an equal opportunity employer, M/F/D/V, and we're committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.

How to Apply

If you're passionate about delivering exceptional customer experiences and joining a team that cares, we encourage you to apply for this exciting opportunity. Please submit your application through our website. Apply Job! Apply for this job