Customer Support Representative ($20.50 - $35.00/hr)

Axis Construction Management • Full-time • Remote (United States) • $20.50 - $35 / hour • 5h ago

As a Customer Support Representative, you'll be an important part of our growing team! You will be set up for success in meeting the following requirements for this role: Proficient in supporting our customers via phone, chat and email identifying their needs, complaints, or other issues and providing solutions and support as needed.

About Us:

At Axis Construction Management, LLC. we specialize in delivering high-quality commercial construction projects. With a commitment to innovation and excellence, we have built a reputation for completing projects on time and within budget. We have a very dynamic and professional team of construction professionals who and strive for the success of each other and the company goals.

Job Summary:

Axis Construction Management is looking for a self motivated and driven Customer Support Representative to join our growing team! In this role you will be responsible for providing a positive and efficient customer experience by educating customers on product knowledge, policies and services. We are seeking out top talent candidates that are highly engaged with our customers by productively providing the solutions in response to questions, concerns, and complaints through our chat, phone and email channels

.*Please note:We are only recruiting US candidates at this time to accommodate Remote/hybrid-based schedule.

Schedule:

Monday - Friday 8:00AM - 4:00PM
Tuesday - Saturday 8:30AM - 4:30PM

Responsibilities:

Proactively monitor and de-escalate situations involving unhappy customers by clarifying the information, communicating best next steps and providing solutions within 24-48 hours.
Responding efficiently and accurately to customers through showing Axis cares, listening to their concerns and ensuring they have a memorable experience shopping with us.
Navigate knowledge based platforms within: AI Intercom, Company Website, Content Management System, ERP and Happy Returns.
Strong attention to detail with ensuring accuracy in information provided and in recording customer details in order to maintain customer satisfaction and resolve issues effectively.
Competency and initiative to meet and exceed the department metrics and individual performance goals.
Implementation of utilizing software, databases, and tools appropriately to provide exceptional customer service within our DTC industry.

Skills/Talents you have:

Analytical, problem solver and critical thinker.
Ability to manage multiple channels of communication, tickets and customer conversations leading with Axis cares and empathy.
Team player that is willing to take initiative to support customers, other agents and supervisors.
Adaptability to thrive in a fast-paced ever changing work environment.
Aptitude in maintaining comprehensive knowledge of the AZ CS policies, procedures and SOPs for our customers.
Positive attitude with a desire to learn and share ideas in a collaborative work environment.
Clear and concise communicator within customer interactions and across different departments.
Ability to build positive and long term customer relationships that reflect in positive customer satisfaction survey results.
Excellent time management skills.
Customer-focused with strong interpersonal and tech savvy skills.

Qualifications:

Customer Service Experience: 1 year (Preferred)
Fluency in English. Additional languages a bonus, but not required (please note if you have skills in Spanish, Mandarin, or French in your application)
Experience with AI Intercom, Slack or other CRM software is a plus.
Experience navigating websites/browsers and using chat software (ex./ Slack); quickly navigating. between chat and other company tools such as our CRM and phone software.
Excellent written and oral communication skills.
Proficient in Microsoft Office (Word, Excel, Outlook, and PowerPoint) as well as Google Docs.
Customer-focused and can demonstrate mastery of customer service skills.
Ability to maneuver between multiple tasks.

Benefits:

100% Medical, Dental, Vision, Life insurance offered after a 60-day probationary period
Paid vacation days and sick leave
Paid Holidays + Floating Holidays
401k
Free snacks and drinks in office
Employee discount
Company engagement events
Monthly departmental CS appreciation lunches

Compensation

$20.50 - $35.00 / hr

Physical Requirements: While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close, distance and color vision.

Axis Construction Management: provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Axis Construction Management. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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