Customer Care Agent

Customer Care Agent

As an A1 Customer Care Agent, you will act as a liaison, provide product/services information, answer questions, schedule service appointments, and work collaboratively to resolve and de-escalate emerging problems that our customers might face with accuracy and efficiency. Must be organized, efficient, persuasive and have practical problem-solving skills. You will be interacting with our customers daily and having patient and respectful behavior is a must as you are representing A1 Garage Door Services.

This position is remote, however you MUST be based in a state where we are operating. (Eligible states are: AL, AZ, CO, DE, FL, GA, ID, IL, IN, IA, KS, ME, MD, MI, MN, MO, NV, NM, NY, NC, OH, OK, OR, PA, SC, TN, UT, WA, WV, WI)

Shifts vary between 5am to 6:30pm AZ time, 5 days/wk. (Off Sundays). Training schedule is 8:30am-5:00pm AZ time for the first three weeks.

You Should Apply If:

• You are a master of ownership. You see a problem; you solve the problem!
• You like to help people, and your job description is just a guideline
• You have worked in a call center environment handling high volume of calls
• You move fast, you're always busy and no task is too small or too big
• You are self-motivated, and customer focused

You Shouldn't Apply If:

• You prefer working where there is no one to talk to
• Computer systems/software scare you. We don't use much paper around here

The Job:

• Manage large amounts of incoming phone calls and internal transfers from other departments
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Schedule service appointments as needed
• Address inquiries about repairs and maintenance
• Review and manage billing and invoice inquiries
• Handle customer complaints, provide appropriate solutions and alternatives within established time limits; follow up to ensure resolution
• Keep accurate records of customer interactions and account related information
• Ensure a positive customer experience throughout every interaction
• Uphold all company policies and procedures

Basic Requirements:

• Be nice! I know, we shouldn't have to say that, but we mean it
• Must be able to train and work in a remote environment
• Availability to work flexible hours between 5:00am and 6:30pm MST, including weekends
• Proven sales and customer support experience or experience as a Client Service Representative
• Strong phone contact handling skills and active listening
• Strong knowledge of computer systems and software, Service Titan CRM a huge plus!
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Must be able to type 40 wpm or more
• Strong written and verbal communication skills
• Ability to pass a pre-employment drug test (not including THC) and criminal background check
• Strong reading comprehension as well as basic math skills are required
• Employment requires current eligibility to legally work in the United States

Required Equipment / Tools:

• High speed internet connection via ethernet cable (no WIFI)
• The minimum home internet speed required for this position and for the phone software to function properly are: 150Mbps download / 20Mbps upload

Benefits and other cool stuff:

• Medical, dental, vision, 401K
• Paid Time Off
• Weekly Pay
• Internal Promotion opportunities
• Company swag
• (Please note: benefits are not available for part time, temporary or contract roles)

A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.