Customer Support Representative (AVC - 05052602)

Client Overview

The client is a Y-combinator backed AI platform revolutionizing the HVAC, Plumbing, and Electrical industries. Their innovative platform empowers technicians and representatives, enabling them to serve customers more efficiently and boost business revenue. With novel AI features deeply integrated with platforms like ServiceTitan, the client is at the forefront of transforming service delivery in these sectors.

Job Overview

As a Customer Agent, you will be at the forefront of delivering exceptional customer service. Your role will be to manage inbound calls, provide accurate and timely support, and resolve customer inquiries, ensuring a seamless customer experience. You will play a key part in maintaining high customer satisfaction and contributing to the overall success of the business.

Responsibilities

• Manage inbound customer calls and provide prompt, accurate assistance.
• Use provided scripts to guide customers through troubleshooting or inquiries, ensuring efficient resolution of issues.
• Build positive relationships with customers through exceptional service and clear communication.
• Ensure response times within 10 seconds, maintaining a high level of professionalism and urgency.
• Document customer interactions accurately and maintain up-to-date records in relevant systems.
• Collaborate effectively with team members to meet individual and team performance goals.

Requirements

• College educated preferably.
• Minimum 3 years of customer service experience, preferably in a fast-paced or tech-driven environment.
• Strong verbal and written communication skills in English, with a professional and neutral accent.
• Exceptional listening skills, empathy, and the ability to resolve customer issues calmly and effectively.
• Ability to handle multiple tasks simultaneously while maintaining a high standard of work.
• Must have a quiet, noise-free workspace suitable for taking calls.
• Availability to work on a rotating schedule, including shifts from 7:00 AM - 4:00 PM or 11:00 AM - 8:00 PM Eastern and occasional weekends.
• Availability to start work ASAP.
• Ability to remain positive and professional, even in challenging customer situations.

Benefits

• Fully remote role with flexibility for better work-life balance.
• 5-day work week with two days off each week.
• Access to opportunities for skill development and career advancement in a rapidly growing AI company.
• Supportive, forward-thinking team environment where your ideas and contributions are valued.