Remote
Provide omni-channel support (phone, chat, email, and SMS) for the Favor community (Runners, customers, and merchants) and deliver world-class support, empathy, and a personal touch to every interaction.
Essential Tasks/Duties/Responsibilities:
- Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges; ensure high-quality customer service and issue resolution for Runners, customers and merchants.
- Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
- Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
- Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved, particularly in difficult situations. Effectively utilize a computer; navigate between multiple screens to access customer information and resources, successfully handle multiple, concurrent calls; maintain accurate call service logs.
- Apply critical thinking to each caller’s situation while following documented processes and procedures to effectively triage issues and advance to the correct department as needed.
Education & Experience:
- A high school diploma or equivalent
Knowledge/Skills/Abilities
- Fluency in both Spanish and English
- Excellent written and verbal communication skills with demonstrated ability to communicate via phone, chat and email (both internally and externally) and to type 40+ WPM
- Excellent time management skills and ability to maximize the number of clients that can be assisted while maintaining a high level of quality and customer service
- Detail oriented with ability to spot developing issues before they intensify
- Ability to function in a fast-paced environment; ability to work weekdays and weekends on a bid system during Favor's support operating hours
- Familiarity with Salesforce or similar contact center tools a plus
Physical & Other Requirements:
- Sit for an extended period of time
- Hand / Finger dexterity
- Lift 20 lbs or more on an occasional basis
- Work extended hours and/or rotating schedules
- A quiet, dedicated workspace with reliable high-speed internet of at least 10 (but preferably 25) Mbps for remote work
