Phone Team Member

Description:

Join Peak Support: Where Passion Meets Purpose

At Peak Support, we're not just another outsourcing company—we're a dynamic, fast-growing team that values integrity, respect, excellence, collaboration, and compassion. As a Great Place to Work-Certified™ company with the best Glassdoor rating in the business process outsourcing (BPO) industry, we're committed to creating an exceptional employee experience. If you share our values and are passionate about delivering outstanding customer service, we want to hear from you!

We offer:

• Competitive compensation and excellent benefits.
• Comprehensive training and development programs.
• A fun, inclusive workplace culture.
• Opportunities for personal and professional growth.
• Work from home for all positions.

Ready to take the next step in your career? Join the Peak Support team and discover why we're the top-rated employer in our industry.

Apply now and let's start our journey together!

About the role

Our client, a fast-growing direct-to-consumer ecommerce brand in the health space, is looking for exceptional individuals to launch phone support. The client is deeply committed to the community of fans that has grown around the product. They see customers for what they are: humans, often on daunting health journeys, and they see customer support as an opportunity to meaningfully engage in this journey with customers. They believe that by truly caring about customers, the customer experience team fosters the kind of loyalty that is absolutely invaluable in brand equity terms. The client would like the candidate selected for the role to complete a very short in-person and onsite training session.

Responsibilities:

• Successfully complete onboarding training according the established schedule
  and key performance indicators
• Develop a deep understanding of the brand and product to effectively
  address customer questions, concerns, and provide product recommendations.
  Participate in ongoing training programs to stay updated on product, brand, and
  community knowledge
• Handle customer inquiries via phone, with potential for follow up via email
  communications, providing timely and accurate information and support
• Proactively identify and resolve customer issues, ensuring a high level of customer
  satisfaction
• Escalate and log complex problems as required
• Educate customers on product features, usage, and benefits to facilitate a
  delightful experience
• Gather customer feedback and communicate insights to the relevant stakeholders
  for continuous improvement of organizational processes, products and services
• Demonstrate an understanding of and adherence to quality standards in customer
  interaction.
• Maintain Client key performance indicators.
  

Requirements:

REQUIREMENTS & QUALIFICATIONS

• 2 to 5 years in phone customer service, preferably in a direct-to-consumer or health-related industry or similar experience.
• Excellent communication skills, both verbal and written.
• Ability to empathize with customers and provide solutions that are aligned with our clients’ principles and processes.
• Strong problem-solving skills with attention to detail.
• Familiarity with omnichannel support systems and customer service software.
• Ability to work collaboratively in a team environment.

PERSONAL ATTRIBUTES

• You’re empathetic, and you have a passion for customer advocacy.
• You’re self-aware, creative in your problem-solving approach, and resilient in the face of obstacles.
• You’re a natural collaborator with a passion for teamwork.
• You feel aligned with a company culture that values wellness and positive lifestyle choices to improve your quality of life and encourages team dynamics rooted in honesty and accountability.
• You believe that putting people and community first is the key to building a rewarding life.
• You’re eager to add value, able to quickly learn new processes and retain product knowledge.
• You operate with absolute integrity especially, when no one is watching.