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Description

This is a distributed position communicating directly with the public over a variety of communication channels and being the front line of our the phenomenal service experience we wish to provide. This is a detail oriented role building connections with inbound contacts, understanding their situation, setting service level expectations, and being a consistent point of contact and information through out our service processes. English is mandatory, Spanish is preferred.

An ideal candidate would be naturally charismatic, empathetic, and have a passion for communicating with people and fostering good connections.

Responsibilities

  • Quickly responding to inbound emails, chats, text messages, and phone calls.
  • Create detailed case notes on any issues or experiences relayed to us.
  • Understanding the emotional state and needs of contacts and making them feel understood.
  • Exploring the issues reported by the contact, probing for and confirming all details of any events or incidents involved.
  • Demonstrating prior successes which are like the issue at hand.
  • Determine any concerns or questions and address them directly or involve lab engineers when necessary.
  • Review service options with the client .
  • Return missed messages or requests for call backs.
  • Provide service updates to contacts.

Qualifications

Must be able to actively listen to a wide variety of speakers.

Must be able to effectively convey service options and expectations to a wide variety of listeners.

Must sound confident, charismatic, and demonstrate empathy when communicating.

Must be a good story teller.

Must be sensitive to emotional situations and be able to maintain a professional demeanor.