Customer Service Agent

ConnectAmerica, LLC; Bala Cynwyd (PA); Remote; USD 19,000 - 28,000; Full time

Job summary

Connect America is seeking a Customer Service Agent to serve US customers remotely. In this role, you will handle inquiries via phone, email, and chat, resolve issues, and document interactions in our CRM.

You will collaborate with internal teams to escalate complex cases and ensure customer satisfaction through accurate information and timely follow-up. The position requires a high school diploma, proven customer service experience, excellent English communication, and basic computer skills

Qualifications

• Minimum high school diploma or equivalent.
• Proven experience in a customer service role.
• Excellent verbal and written communication in English.
• Basic computer proficiency including familiarity with CRM and MS Office.
• Ability to handle multiple tasks in a fast-paced environment.
• Experience in a call center or customer support setting.

Responsibilities

• Respond promptly and professionally to inquiries via phone, email, and chat.
• Identify and resolve issues by troubleshooting and providing solutions.
• Document customer interactions accurately in the CRM system.
• Collaborate with internal teams to escalate complex issues when needed.
• Provide product and service information to assist decision-making.
• Follow up to ensure issues are resolved satisfactorily.
• Maintain up-to-date knowledge of products, policies, and procedures.
• Contribute feedback on customer trends and potential service enhancements.

Skills

Communication skills

Problem-solving

Time management

Multitasking

CRM proficiency

Call center experience

Education

High school diploma or equivalent

Tools

CRM software

Microsoft Office

Job description

About Company:

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com

THIS CAN BE 100% REMOTE!!

About the Role:

As a Customer Service Agent based in the United States, you will serve as the primary point of contact between our company and our valued customers. Your role is critical in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about our products and services. You will engage with customers through various communication channels, including phone, email, and live chat, to deliver timely and effective support. By maintaining a professional and empathetic demeanor, you will help build trust and foster long-term relationships with customers. Ultimately, your efforts will contribute to enhancing the overall customer experience and supporting the company’s reputation for excellence.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role or similar position.
• Excellent verbal and written communication skills in English.
• Basic computer proficiency, including familiarity with CRM software and Microsoft Office.
• Ability to handle multiple tasks and manage time effectively in a fast-paced environment.
• Experience working in a call center or customer support environment.

Preferred Qualifications:

• Bilingual abilities, especially Spanish-English fluency.
• Familiarity with customer service best practices and conflict resolution techniques.
• Experience with advanced CRM platforms and customer support tools.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Identify and resolve customer issues by troubleshooting problems and providing appropriate solutions.
• Document customer interactions accurately in the company’s CRM system.
• Collaborate with internal teams to escalate and resolve complex issues when necessary.
• Provide product and service information to customers to assist with their decision-making.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Maintain up-to-date knowledge of company products, services, policies, and procedures.
• Contribute to continuous improvement by providing feedback on customer trends and potential service enhancements.

Skills:

The required communication skills enable you to clearly and empathetically interact with customers, ensuring their concerns are understood and addressed effectively. Your problem-solving abilities will be essential in diagnosing issues and providing timely resolutions that meet customer needs. Proficiency with CRM software and other digital tools allows you to document interactions accurately and access customer information quickly, enhancing service efficiency. Time management and multitasking skills help you balance a high volume of inquiries while maintaining quality support. Preferred skills such as bilingual communication and advanced CRM knowledge further enhance your ability to serve a diverse customer base and streamline complex service processes.