eSupport Specialist - Customer Service

Morris-Jenkins; Charlotte (NC); Remote; USD 19,000 - 40,000; Full time

Benefits offered by this job

Potential bonuses up to $15,000 annually

Flexible scheduling

Supportive work environment

Job summary

A home services company located in Charlotte, North Carolina, is seeking an eSupport Customer Service Specialist. This role involves supporting customers through digital communication channels, educating them about products and services, and processing their requests efficiently. Ideal candidates should have strong customer service skills, with a focus on empathy and effective communication. The position offers flexible hours and the potential for bonuses based on performance.

Qualifications

• Must have excellent written & verbal communication skills in English.
• Demonstrated competency in Windows-based PC environment and internet usage.
• Keyboard typing proficiency of a minimum of 50 WPM.

Responsibilities

• Support customers via text, email, or chat.
• Educate customers about products and services.
• Process customer requests using tracking software.

Skills

Customer Service skills

Written communication

Multi-tasking

Problem-solving

Empathy

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Do you tend to have multiple texts, emails, and Facebook conversations going at once? Love helping people but prefer digital communication? We’ve got just the position for you!

How would you like to be our new eSupport Customer Service Specialist?

Your Role

As an eSupport Customer Service Specialist

• You’ll support customers who need help. Whether they text, email, or live chat, you’ll be the hero to let them know help is on the way!
• You’ll educate customers. You’re gonna learn about some awesome products and services we have. You have an important role in getting this information to our customers so they can make informed decisions about things that could really help their homes!
• You’ll engage with customers online. When customers post reviews online, you’ll connect with them. This helps them feel truly heard, and it helps make sure we’re staying true to our reputation as a trusted company!
• You’ll process customer requests. When a customer needs service, you’ll log details by using our tracking software for any jobs and changes.
• You’ll partner with other departments. Customer service is a team effort, and each department has its role. When we all work together, each customer gets the best experience possible!

Other Highlights Of The Job

• You can be yourself! We don’t give you scripts for how you should message customers back. One of the perks of having REAL people answering online messages for us is that customers get to experience genuine connection with someone who wants to help. Your uniqueness is what we love!
• We’re open from 6am-midnight, 7 days a week.
• HVAC, plumbing, and electrical aren’t just about comfort, they’re about safety, too! When people text or message us for help with their homes, you’ll be that first point of contact that lets them know they’re in the right hands. You’ll be making a huge difference in your community every day!
• You will be in training from 8:00 AM-4:30 PM Monday-Friday.
• Once you are out of training, you will work from 1:30 PM-Midnight, four days a week! You'll rotate weekends, so some weeks you'll work weekends, and some weeks you won't. You'll always know your schedule in advance!
• Start at $19/hr during training, then move up to $21/hr once you're on your shift, with the potential to earn up to an additional $15,000 a year in bonuses!

All About YOU

• You’re great at making people feel comfortable! When something is wrong with your home, it’s easy to get stressed out and scared. You’ve got a knack for showing empathy and taking the time to understand people when they need a listening ear.
• You’re great at communication. Not only are you good at listening, but you know the right words (and emojis 😊) to solve problems and make people feel good about it!
• You’re a multitasking pro. You don’t have to worry about being bored here. Things can get pretty exciting, and you’re good at keeping up!
• You’d much rather text than call. Nowadays, a lot of people prefer to message a company instead of calling. This is the time to get into a fast-growing part of the business!

The world of digital communication is getting bigger and better by the day.

Submit your application online today!

Minimum Qualifications

• High School Diploma or GED
• 1 year of experience with sales and/or customer support via digital correspondence
• Excellent written & verbal communication skills fluently in the English language
• Ability to write and communicate concisely, yet persuasively
• Impressive Customer Service skills with emphasis on the ability to properly defuse situations and maintain good rapport with customers without verbal communication
• Strong multi-tasking skills with the ability to assist multiple customers at a time
• Able to think quickly, as well as anticipate & solve problems effectively
• Demonstrated competency in Windows-based PC environment, internet, and use of automated systems
• Proficient skills in Microsoft Office applications including Word, Excel, and PowerPoint
• Keyboard typing proficiency a minimum of 50 WPM
• Alignment & commitment to company values (honesty, integrity, fairness, and respect)

Preferred Qualifications

• Bachelor’s degree in related field, such as Business Admin., Marketing, Public Relations, etc.
• 3+ years of experience in sales and/or customer support via digital correspondence
• Prior experience in marketing
• Service Titan Experience

Essential Job Functions Per The ADA

Mental & Physical Demands and Work Environment The characteristics described here are representative of those that must be met by a person to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions per the Americans with Disabilities Act (ADA). This job description is subject to change and does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

Must be able to remain in a stationary position, over 90% of time for 10 hour shifts. Constantly operates a computer, phone, and other office equipment.

Mental Demands

Must be able to perceive and distinguish emotions in conversations, as well as deal with adversarial confrontations. Requires an ability to concentrate and prioritize multiple tasks at once. Ability to deal with occasional adversarial confrontations or stressful situations, making prudent decisions in a fast-paced environment in adherence to company values.

Work environment

While performing the duties of this job the noise level is usually moderate. Must maintain confidentiality with customer information.

• Rotational Weekend and some Holidays hours required, as needed
• Must have reliable attendance and flexible schedule availability

Morris-Jenkins is located in Charlotte, North Carolina. We proudly serve the following cities: Ballantyne, Belmont, Charlotte, Clover, Concord, Cornelius, Davidson, Denver, Fort Mill, Gastonia, Huntersville, Indian Trail, Kannapolis, Lake Norman, Matthews, Mint Hill, Monroe, Mooresville, Mount Holly, Pineville, Rock Hill, and Waxhaw. Charlotte is located in Mecklenburg County, but Morris-Jenkins also services Gaston County, Cabarrus County, Rowan County, Union County, Iredell County, and York County (South Carolina).

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.