Customer Support Agent

TITLE:Customer Support Agent
REPORTS TO:Customer Support Supervisor
STATUS: Hourly
LOCATION: Remote; Pittsburgh, PA
SCHEDULE: Monday – Friday, 8:30 a.m. – 5:00 p.m.
PAY: $17.00/hr
JOB SUMMARY: AmRent is a tenant screening company that thrives on providing our customers with superior customer service. A Customer Support Agent will be asked to answer customer service and technical support phone calls, process manual customer requests, and more.
JOB RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without reasonable accommodation:

• Provides effective customer service for all internal and external customers by utilizing superior communication skills
• Receives customer phone calls with system access related inquiries
• Offers technical support for integrated tenant screening software
• Prepares for customer inquiries by studying products, services, and customer service processes
• Updates job knowledge by participating in continuing educational training sessions
• Responds to customer inquiries by understanding, gathering, and researching information
• Records customer inquiries by documenting inquiry and response in call tracking system
• Navigates through multiple internal systems to troubleshoot and resolve customer inquiries
• Accomplishes customer service and organization mission by completing related results as needed
• Processes manual verification requests such as: manual criminal searches, verification of employment, and verification of rent by following company policies and procedures
• Partners with the sales team to meet and exceed customer’s service expectations
• Adhere to and be compliant, as applicable, with GLBA, FCRA, FCPA, CAN-SPAM, FHA, UDAP as well as all other federal, state and local laws, and company policies and procedures
• Other duties as assigned

QUALIFICATIONS:

• High school diploma or equivalent required
• Skilled in thinking through technical related issues to determine resolution
• Excellent customer service skills
• Good communication and grammar skills (written & verbal)
• Ability to self-manage projects and assigned tasks through completion
• Willingness to develop new skills and experiences
• Ability to efficiently multitask
• Capacity to prioritize work
• Proficient in both Microsoft Word and Excel
• Quick learner who is highly organized
• Flexibility with direction and goals
• Positive attitude and the ability to positively interact with others

REMOTE WORK REQUIRMENTS:

• Stable broadband/high-speed internet connection.
• Experience with teleconferencing
• Access to a quiet workspace

ELIGIBILITY FOR CURRENT EMPLOYEES:
This position will be open to current employees who meet the following criteria:

• At least 6 months of service in their current position
• Satisfactory job performance/meeting department expectations in their current position
• No corrective actions within the last 3 months
• No final written warnings in the last 6 months
• Must meet the qualifications of the position

Employees interested in applying for an internal position must obtain approval from their manager or HR.
PHYSICAL DEMANDS: While performing the responsibilities of the job, the person in this position will be required to frequently communicate information so others will understand. The person in this position must be able to remain in a stationary position at least 50% of the time and must be able to lift up to 15 pounds at times. The person in this position may need to occasionally move about the inside of an office. The person in this position may need to position self to maintain files in a cabinet and place computers under a desk or in a cabinet. This position requires ability to constantly observe typewritten text on a computer screen. The person in this role is required to operate a laptop and use a telephone regularly. The person in this position may be required to travel throughout the USA by automobile or airplane which may require overnight lodging.
WORK ENVIRONMENT: While performing the duties of this job, the person in this role may be in a stationary position in an office setting and may be exposed to quiet to moderate noise level.
OTHER DUTIES: This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. This job description is subject to change at any time.
BENEFITS: AmRent offers comprehensive benefits to eligible employees including: medical, HSA, prescription, vision, dental, life insurance, short & long-term disability, Roth and 401K with possible company match and profit sharing, an Employee Assistance Program (EAP), Time Away from Work (TAFW) and paid holidays - plus employee referral bonuses, and role-based professional development opportunities.
AmRent is committed to equal opportunity employment, and employment decisions are based on merit, qualifications, and abilities. Employment-related decisions are not influenced or affected by an employee’s race, color, gender, age, religion, national origin, disability, citizenship, military status, sexual orientation, genetic information, or any other category protected by federal, state or local law. The Company endorses a work environment free from discrimination and harassment.

Profit sharing, Health savings account, Disability insurance, Health insurance, Dental insurance, Employee assistance program, Vision insurance, 401(k) matching, Life insurance, Referral program