Customer Support Representative

Stelle nicht auf LinkedIn

🕒 vor 28 Tagen

🤠 Texas – Remote

🤠 Texas – Remote

💵 $18 - $20 / Stunde

⏰ Vollzeit

🟢 Junior

💝 Kundenservice

🚫👨‍🎓 Kein Abschluss erforderlich

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Alcumus

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

📋 Compliance

🏢 Unternehmen

💰 Private Equity Round im 2022-05

Compliance • Software • Enterprise

Alcumus ist ein technologieorientiertes Unternehmen, das sich auf Lösungen für Compliance- und Risikomanagement spezialisiert hat. Sie bieten Software und Dienstleistungen, die Organisationen dabei helfen, Gesundheits- und Sicherheitsstandards einzuhalten, Risiken zu managen und gesetzliche Vorschriften zu erfüllen. Mit einem Fokus auf die Verbesserung der betrieblichen Effizienz und der Sicherheit der Belegschaft bedient Alcumus Unternehmen in verschiedenen Sektoren und stellt ihnen die notwendigen Werkzeuge zur Verfügung, um in einem regulierten Umfeld erfolgreich zu sein.

Beschreibung

• Handle inbound and outbound customer interactions via phone, email, and live chat • Provide professional, empathetic, and accurate support across all communication channels • Resolve product, process, and technical issues while maintaining high customer satisfaction • Support the Record of Evaluation (ROE) process and related workflows • Assist with DOT Drug & Alcohol compliance questions and processes • Guide evaluators through application setup, system navigation, and mobile app usage • Support OQ candidates with questions related to training, tasks, and qualification requirements • Assist with assigning training for Common Covered Tasks required in the OQ process • Manage and prioritize time-sensitive requests, including ROE rush requests • Track customer inquiries and feedback to identify trends and improvement opportunities • Proactively monitor customer health and escalate risks as needed • Encourage product adoption by sharing best practices and optimization strategies • Partner with internal teams to resolve escalations and improve the end-to-end customer experience • Accurately document all customer interactions in Salesforce (or CRM) • Maintain detailed case notes, follow-ups, and resolution tracking • Contribute insights to improve processes, knowledge bases, and support workflows

🎯 Anforderungen

• High School Diploma or GED required • 1+ year of customer service or customer support experience (call center or SaaS environment preferred) • Typing speed of 40+ WPM • Proficiency with Microsoft Office tools • Experience using Salesforce or a CRM system preferred • Ability to learn quickly with strong self-learning capabilities • Open to feedback and committed to continuous improvement • Strong problem-solving skills with perseverance through resolution • Customer-first mindset with a high level of ownership and accountability • Excellent written and verbal communication skills • Comfortable managing customers and contractors by phone, chat, and email • Highly collaborative team player with adaptability to changing workloads and processes • Strong organizational skills and attention to detail • Self-motivated, dependable, and focused on delivering positive customer outcomes

🏖️ Vorteile

• 100% paid employee medical and dental insurance • Monthly contributions to Health Savings Accounts • A 401(k) match that is immediately fully vested • Outstanding time off benefits • Paid time off for volunteer activities • Remote work