Customer Support Specialist

At DirectCare Shifts, our number one value proposition is to provide exceptional customer service. The Customer Service Specialist (CSS) is an essential front-line team member interacting directly with DirectCare Shifts customers. As a CSS, you will often be the first person our customers engage with, therefore your role is essential in making a positive first impression and conveying our organizational values. You will communicate in an open, helpful, and engaging tone and focus on finding the right solution with each Customer.The ideal CSS candidate must be confident and comfortable in multitasking (talking to customers while navigating and entering account information).
Responsibilities:

• Answering and responding to customer inquiries via phone, email, or chat.
• Providing support for staffing emergencies by monitoring and utilizing the features of our staffing and scheduling platform.
• Resolving technical issues related to our mobile app, web app or website.
• Providing technical guidance and support to customers on the use of software and hardware products.
• Escalating issues to appropriate levels of support when required.
• Documenting and tracking customer issues and resolutions in a ticketing system.
• Maintaining a high level of customer satisfaction by providing timely and effective support.
• Manage workflows through our software system.
• Contact customers to follow up on missing documentation.

You should be great at:

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.
• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Analytic Ability - understanding and analyzing data from reports.
• Computer Skills - understanding of Customer Relationship Management (CRM) software and call center software. Knowledge of HubSpot and DialPad system is a plus.
• Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Customer Service - Including professional communication via phone and email
• Motivation - Self-motivated, self-starter; ability to work independently and as a part of a team.
• Organizational Ability - Must have strong organizational skills to manage large amount of detail.
• Office Equipment - Ability to use basic office equipment – phone, computer.
• Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
• Speaking — Talking to others to convey information effectively.
• Service Orientation — Actively looking for ways to help people.
• Emotional Intelligence — Being aware of others' reactions and understanding why they react as they do

Requirements:

• 2 years' experience working in a fast-paced customer service environment
• No licenses or certifications needed
• High school diploma or GED preferred
• Your own computer and reliable, high-speed internet

Work Environment and Hours:

• This is a part-time, remote position - Must be a Texas or New Mexico Resident
• Flexible Work Schedules: M-F 5pm - 11pm CST (30 hours/week) OR M-F 5am - 9am (20 hours/week) OR Sat & Sun 5:30am - 10:30pm (34 hours)

What you will receive:

• The opportunity to work with a fast growing company, and a fantastic team in a casual but fast-paced environment.
• Virtual Paid Training
• Wage: $17.00 - $19.00 per hour, depending on experience, plus performance incentives
• Competitive Benefits package including 401k, medical, dental and vision, and paid-time off.
• Learning culture to grow your skills and knowledge
• Career growth opportunities

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Paid training, Health insurance, Dental insurance, 401(k), Paid time off, Vision insurance