Customer Service Agent

Talentify; Marlborough (MA); Remote; USD 32,000 - 42,000; Full time

Job summary

Connect America is hiring a remote Customer Service Agent in the United States to handle inquiries via phone, email, and live chat, ensuring timely and accurate information about products and services. You will document interactions in CRM, resolve issues, and support a positive customer experience.

The role requires strong English communication, experience in customer service, and the ability to multitask in a fast-paced environment, with bilingual abilities a plus.

Qualifications

• High school diploma or equivalent.
• Experience in customer service or similar role.
• English communication skills required (verbal and written).
• Basic computer proficiency including CRM and MS Office.
• Ability to multitask in a fast-paced environment.
• Experience in a call center or customer support environment.

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 elevate 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

Verbal & written communication

Time management

Multitasking

Empathy & customer focus

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 elevate 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.